Posted by Goodstack is hiring a Customer Success Manager (North America) for a full-time remote position based in Quebec City, Quebec. The role focuses on managing relationships with enterprise customers after launch, driving product adoption, overseeing renewals and expansion, and coordinating with internal teams to ensure customers continue to receive value from Goodstack.
The position is designed for an experienced customer success or account management professional with 5–10+ years of experience in enterprise Customer Success, Account Management, or post-sales SaaS roles. The role also requires flexibility to travel across North America and to London several times a year. Goodstack lists a range of benefits, including private health insurance, paid time off, flexible working hours, learning and development support, and a work-from-home budget.
Job Overview
- Job Title: Customer Success Manager (North America)
- Company: Goodstack
- Location: Quebec City, Quebec
- Employment Type: Full-time
- Work Arrangement: Remote
- Experience: 5–10+ years in enterprise Customer Success, Account Management, or post-sales SaaS
- Department: Sales
- Travel: North America and London several times a year
- Salary: Not specified in the listing
- Work Schedule: Flexible working hours
About Goodstack
Goodstack is an AI-native social impact startup focused on using technology to help companies integrate positive impact into their operations while supporting nonprofits with technology and funding opportunities.
The company states that its platform is used by global brands and thousands of nonprofits. Goodstack says it facilitated $5 billion in donations to good causes in 2025. The company has been operating since 2017 and describes its mission as making it easier for businesses, employees, consumers, and communities to contribute to positive change.
Job Description
The Customer Success Manager will take responsibility for the relationship with enterprise customers after they have launched with Goodstack.
The role involves becoming the main day-to-day contact for customers, helping them adopt and expand their use of the platform, managing operational requests and escalations, and ensuring they continue to realize value.
The Customer Success Manager will also manage renewals and expansion opportunities within existing customer accounts. Where opportunities for additional products arise, the role will qualify those opportunities and work with an Account Executive to progress the cross-selling process.
The position requires close collaboration with Implementation, Solutions, RevOps, Product, and Sales teams.
Key Responsibilities
The Customer Success Manager will be expected to:
- Take ownership of customer relationships after launch.
- Serve as the primary customer contact and maintain a structured communication cadence.
- Drive customer adoption, engagement, and program performance.
- Manage customer requests and resolve operational challenges.
- Coordinate internal teams when customers require additional support.
- Lead customer renewal processes from planning through completion.
- Manage renewal timelines, negotiations, stakeholder alignment, and closing.
- Identify opportunities to expand customer usage, volume, geographic coverage, and commercial terms.
- Identify and qualify opportunities for additional products.
- Work with Account Executives on qualified cross-selling opportunities.
- Build strong relationships with senior customer stakeholders.
- Maintain clear account plans and renewal forecasts.
- Document expansion opportunities and customer health information.
- Communicate customer needs and feedback to Product and Solutions teams.
- Help provide customers with a coordinated and consistent experience.
Qualifications and Requirements
Goodstack is looking for candidates with strong customer-facing, commercial, organizational, and communication skills.
Key requirements and characteristics include:
- 5–10+ years of experience in enterprise Customer Success, Account Management, or post-sales SaaS roles.
- Experience managing enterprise renewals and commercial negotiations.
- A strong record of driving product adoption and customer value.
- Experience supporting complex, high-touch enterprise programs.
- Ability to work across Product, Solutions, Implementation, and Sales teams.
- Experience using structured customer success practices such as success plans, health scoring, and QBRs.
- Evidence of increasing responsibility in fast-growing organizations.
- Strong organizational and documentation skills.
- Ability to manage customer escalations and competing stakeholder priorities.
- Clear written and verbal communication skills.
- A proactive approach to identifying and addressing potential customer issues.
- Ability to work collaboratively with different internal teams.
- Willingness to travel across North America and to London several times a year.
- Based in Central or Western North America, with flexibility to travel regularly.
Additional Experience That Could Be Valuable
Goodstack also identifies several areas of knowledge or experience that could be useful for the role, including:
- Corporate giving.
- Corporate social responsibility.
- Philanthropy.
- Nonprofit ecosystems.
- Working with HR, People, CSR, or Corporate Affairs teams.
- Multi-product SaaS platforms.
- Workflow-heavy implementations.
- Slack-based customer environments.
- Turning customer feedback into structured product recommendations.
Salary and Benefits
The job listing does not provide a specific salary for the Customer Success Manager position.
Goodstack lists several benefits and workplace offerings, including:
- Salary reviews and share options.
- Workplace Giving.
- Private health insurance.
- $300 annual Brighten Your Day budget.
- $1,200 annual learning and development budget.
- Goodstack library.
- Paid days for volunteering with nonprofit causes.
- Paid days to attend conferences.
- Paid day off on your birthday.
- 25 days of annual leave plus paid public holidays.
- Paid sick leave.
- Paid wellness leave.
- Flexible working hours.
- Work-from-home budget upon joining.
- Ecologi carbon offsetting.
Remote Work and Travel
The Customer Success Manager role is listed as remote. However, the position includes a travel requirement. Candidates should be willing to travel across North America and to London several times each year.
The listing also states that candidates should be based in Central or Western North America while maintaining flexibility for regular travel.
Who Should Apply?
This Customer Success Manager opportunity may suit experienced SaaS customer success and account management professionals who have worked with enterprise customers and understand both customer retention and commercial growth.
Candidates should be comfortable managing renewals, negotiations, customer escalations, product adoption, stakeholder relationships, and expansion opportunities. Strong organization, communication, commercial awareness, and cross-functional collaboration are important for the position.
Frequently Asked Questions
What is the job title?
The position is for a Customer Success Manager (North America) at Goodstack.
Where is the Customer Success Manager position based?
The job listing identifies Quebec City, Quebec as the location and describes the position as remote.
Is the position full-time?
Yes. The position is listed as full-time.
How much experience is required?
Goodstack lists 5–10+ years of experience in enterprise Customer Success, Account Management, or post-sales SaaS roles as ideal experience.
What does the Customer Success Manager do?
The role involves managing enterprise customer relationships after launch, driving adoption, overseeing renewals and expansion, handling customer requests and escalations, and coordinating with internal teams.
Does the role require travel?
Yes. Candidates should be willing to travel across North America and to London several times a year.
Is the position remote?
Yes. The listing identifies the role as remote.
Does Goodstack list a salary for this position?
No specific salary is provided in the supplied job listing.
How to Apply
Interested candidates who meet the required qualifications and experience criteria should submit their application.
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