Customer Success Associate
Job Description
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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 to:
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 organized 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.
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Goodstack
View Company ProfileGoodstack (operating at goodstack.io) is a nonprofit software platform engineered for businesses and organizations seeking to streamline impactful giving. Founded in 2017 and headquartered in London, Goodstack simplifies the complexities of employee giving, grants, and customer donation programs—solving the problem of fragmented, manual, and inefficient charitable processes. Under the hood, the platform integrates donation rails, automated matching tools, and tailored software discounts for nonprofits, ensuring secure and scalable transactions. This allows companies to effortlessly run employee giving campaigns, while nonprofits gain access to verified verification services and fundraising tools. Backed by $45.8 million in total funding, Goodstack is led by Co-Founder & CEO Henry Ludlam, with additional support from investors including Stef Greer and other notable backers.
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