Customer Success Manager

What we're looking for

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.

What you'll do

Own the relationship

• 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.

Drive adoption and value

• 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.

Protect and grow the book

• 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.

Close the loop internally

• 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.

What you have

• 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 HubSpot, with clean notes, health scores, and next steps.

Bonus / nice-to-haves

• AEO/GEO experience.
• Startup background, especially helping build a CS function or its playbooks.
• Experience with SEO or analytics platforms (Semrush, Ahrefs, GA4), as a customer or a vendor.
• Experience supporting accounts across multiple time zones.

Benefits & Perks Of Becoming a Goodie

• Earn More, Together: Base Pay + Equity
• Health First: Premium Medical, Dental & Vision Coverage
• Flex Work Environment: Hybrid at HQ and Remote Globally
• Set Up Shop: Home Office Stipend
• Recharge Anytime: Unlimited PTO Plan
• Family First: Paid Parental Leave Plan
• Secure Your Future: 401(k) Plan with Employer Matching
• Level Up: Mentorship & Career Growth Support
• Always Be Learning: Access to Top-tier Resources & Industry Experts
• Work Hard, Play Harder: Quarterly Team Trips (Onsite and Offsite)
• Mind & Body Wellness: Gym, Wellness, and Access to Mental Health Plans
• Fuel Your Day: Free Lunch, Snacks, Cold Brew, & Happy Hours
• Grow With Us: Endless Opportunities to Lead & Succeed
• Keep on Shining: Ongoing Employee Development Programs