Customer Success Associate

We are seeking a proactive, revenue-driven Customer Success Associate (CSA) to own the end-to-end customer journey for AgentPro, 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:

• 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.

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 leave
• Flexible working hours
• WFH budget upon joining
• Ecologi Carbon Offsetting