Customer Success Manager
goodie-ai · New York City ·
- Work mode
- Hybrid
- Employment
- Full time
- Category
- Customer success
- Experience
- 4+ years
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.
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
EEO & Compensation Transparency:
Goodie AI is committed to pay transparency and equity among all employees and provides employees an environment where pay transparency and dialogue on compensation are allowed. Goodie AI complies with federal, state, and local laws on compensation, pay transparency, and pay equity. We take factors including geographic location, education, training, skillset, market rates, certifications, and more into consideration when constructing pay ranges for new and existing roles within our organization. The compensation range for this position is an OTE of $90,000-$110,000.
At Goodie AI, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that our team members are included and have a sense of belonging that makes us a great company to work with and a great company to work for. To that end, Goodie AI is committed to Equal Opportunity Employment and complies with all Equal Opportunity Employment laws. We will consider all qualified applicants without regard to race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will work to make reasonable accommodations available in the job application and interview process, to perform essential duties of the job function, and to retrieve other benefits and privileges of employment with our organization.
BEWARE OF FRAUD! Please be aware of potentially fraudulent job postings or suspicious activity by persons that are posing as Goodie team members, recruiters, and HR employees. Our team will contact you regarding job opportunities from email addresses ending in @nogood.io or @higoodie.com. Additionally, we do utilize our ATS- Ashby- to help us schedule initial screening calls. Job seeking is hard- we’re sorry that scammers have added this element to your search for something new. Stay vigilant out there!