Customer Success Associate Job Concord area,New Hampshire USA,Customer Service/HelpDesk

If you’ve been looking to join a fast-growing startup with a bold vision of a world where doing good is built into everything we do
, then you’ve found the right place.

Backed by General Catalyst, the same investors behind Stripe and Airbnb, we’re building something truly extraordinary.

Our Mission

Our mission at Goodstack is to revolutionize how the world does good
.

As a fast growth, AI-native social impact startup, we power global change through technology. We enable companies to seamlessly integrate positive impact into what they do through a unified platform while supporting nonprofits in gaining access to cutting-edge technology and finding new funding streams.

Global brands, including Google, OpenAI, Tik Tok, Linked In, HSBC, Atlassian and Twilio - as well as thousands of nonprofits, including the Red Cross, Cancer Research, and Oxfam - use Goodstack to make a difference.

In 2025 alone, we facilitated $5 billion in donations to good causes. But this is just the beginning. We're building the world’s leading platform that powers donations to nonprofits globally.

To keep our momentum and deliver consistently high value to our partners, we need incredible people to help us on our journey –
we need you
.

Join us as Customer Success Associate!

We are seeking a proactive, revenue-driven Customer Success Associate (CSA) to own the end-to-end customer journey for Agent Pro, our AI-powered grant writing platform. You will ensure clients maximize value from our AI tools while coordinating with our grant delivery team to drive NPS, account retention, and growth.

As Customer Success Associate, your mission will be to:

Onboard new accounts, lead product enablement sessions, and drive feature adoption so clients regularly use Agent Pro'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.

This role is a perfect match for you if you have:

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.

Key Performance Indicators (KPIs):

Net Promoter Score (NPS).
Net Revenue Retention (NRR), Gross Retention Rate (GRR), and Renewal Rate.
Monthly Active Users (MAU), self-service feature utilization rate, and Time-to-First-Value (TTFV).
Ticket triage response/resolution time and on-time grant delivery completion rate.

What you can expect upon joining our team

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…