Customer Success Manager

Goodie helps leading brands win AI search. As billions of people use ChatGPT, Perplexity, Gemini, and other AI systems to discover products and make buying decisions, brands need a way to understand and influence how they’re represented.

Goodie gives teams a full AI control plane: real-time visibility into how AI models speak about their brand and products, how competitors show up, and an optimization engine to improve visibility and performance. This category didn’t exist two years ago – we were early, and we’re defining it.

We’re backed by strong investors, trusted by category-leading customers, and scaling fast. We’re hiring curious, ambitious builders to help shape the future of AI search.

You own a portfolio of enterprise and scale-up clients after the sale. You're accountable for whether they adopt the platform, renew, and grow, and whether they can explain in their own words what Goodie did for them.

You run onboarding. You hold the cadence. You walk into the renewal call where the CFO wants to know what they're paying for, and you answer with data. AEO isn't SEO 2.0, it's a new discipline, and our clients need someone who knows their business, knows the platform, and keeps the two connected.

• Act as the primary point of contact and owner for a portfolio of enterprise and scale-up clients, from kickoff through renewal.

• Own onboarding end to end: kickoff, workspace and prompt setup, competitive baseline, user training, and a success plan tied to the client's goals.

• Build a relationship map on every account. Confirm the executive sponsor, multi-thread beyond your champion, and re-onboard new stakeholders when people move.

• Track how each client uses the platform, and step in when teams log in but don't act on what they see.

• Translate visibility, citation, and share-of-voice data into the business outcomes your client actually reports on.

• Lead quarterly business reviews: what moved, why it moved, and what comes next.

• Partner with our AEO Strategists when an account needs a deep audit or technical roadmap, and keep the client accountable for shipping the recommendations.

• Own retention outcomes on your portfolio, with a weekly read on account health.

• Distinguish leading indicators from lagging ones, and frame movement against the client's business objectives rather than platform metrics.

• Run renewals end to end, including ROI pushback and budget scrutiny.

• Spot expansion early (new brands, markets, seats, or services) and work with Business Development to close it.

• Flag risk early with the observation, the context, and a save plan.

• Bring client signal to Product with enough specificity to act on.

• Develop case studies and references alongside Business Development.

• Turn what you learn across accounts into playbooks for onboarding, health scoring, and renewals.

• 4+ years in customer success or account management at a B2B SaaS company or agency, owning a book of enterprise or mid-market accounts rather than supporting someone else's.

• Retention and expansion results you can name, including renewals you owned from first conversation to signature.

• A track record with accounts you inherited mid-stream and took somewhere better.

• Direct experience in commercial conversations: renewals, ROI pushback, budget scrutiny, and upsell.

• Working fluency in SEO or search marketing: enough to talk credibly about structured data, AI crawlers, and how LLMs surface brands, and to know when to bring in a specialist.

• Composure in high-stakes conversations, including the ones where you push back on a client's plan.

• Organized ownership of a book in a CRM such as Hub Spot, with…