Customer Success Manager

Goodstack is an AI-native social impact startup that helps companies and nonprofits use technology to drive positive change. The Customer Success Manager will own the end-to-end customer journey for AgentPro, onboarding clients, driving product adoption, coordinating grant delivery, managing retention and growth, resolving escalations, and translating customer feedback into product and service improvements.

Responsibilities:

• Onboard new accounts, lead product enablement sessions, and drive feature adoption so clients regularly use AgentPro's self-serve AI capabilities
• Act as the primary interface between clients and internal grant delivery specialists to ensure deadlines, quality benchmarks, and service agreements are consistently met
• Monitor usage metrics to mitigate churn risks, manage renewal pipelines, and surface expansion or upsell opportunities within existing accounts
• Serve as the key escalation point for client inquiries, friction points, and complaints, resolving operational issues or triaging technical bugs to internal teams efficiently
• Collect customer feedback and NPS data systematically, translating client insights into actionable product and delivery recommendations

Requirements:

• 2–4 years in Customer Success, Account Management, or Client Services, preferably within nonprofits, B2B SaaS, AI/automation tools, or tech-enabled services
• Strong stakeholder management ability with clear written and verbal communication
• Proven experience handling client escalations, triaging issues under pressure, and driving fast resolutions
• Highly organised and detail-oriented
• Comfortable learning AI workflows and guiding clients on software self-sufficiency