Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Customer Success Associate guiding clients on Goodstack’s AI-powered grant-writing platform. Driving adoption, renewals, retention, and customer feedback across global accounts.
Responsibilities
- Own the end-to-end customer journey for AgentPro, Goodstack’s AI-powered grant writing platform
- Onboard new accounts and lead product enablement sessions
- Drive feature adoption and regular use of AgentPro’s self-serve AI capabilities
- Coordinate with internal grant delivery specialists to meet deadlines, quality benchmarks, and service agreements
- Monitor usage metrics, mitigate churn risks, manage renewal pipelines, and identify expansion or upsell opportunities
- Handle client inquiries, friction points, and complaints
- Resolve operational issues and triage technical bugs to internal teams
- Collect customer feedback and NPS data
- Translate client insights into product and grant-delivery recommendations
Requirements
- 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
- Goodstack’s Workplace Giving
- Private Health Insurance
- Tuesday lunch provided by 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
Job title
Job type
Experience level
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Not specified
Degree requirement
No Education Requirement
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