Customer Success Associate

Summary

Goodstack is an AI-native social impact startup that helps companies and nonprofits use technology to create positive impact. The Customer Success Associate will own the end-to-end customer journey for AgentPro, onboarding clients, driving product adoption, coordinating grant delivery, managing retention and expansion opportunities, and resolving customer issues.

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

Skills

• Any experience 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

Qualifications

Must Haves

• Any experience 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

Benefits

• Salary reviews and share options becoming an integral part of our growth and share in the company's success
• Goodstack’s Workplace Giving
• Private Health Insurance
• On Tuesday, lunch is on Goodstack
• $300 Brighten your day annual budget
• $1,200 Learning & development annual budget
• Goodstack library
• Paid days off to volunteer for non-profit causes
• Paid days to attend conferences
• Paid day off on your birthday!
• 25 days annual leave, plus paid public holidays
• Paid sick leave
• Paid wellness leave
• Flexible working hours
• WFH budget upon joining
• Ecologi Carbon Offsetting