About Goodera:
Goodera is the world's leading employee volunteering platform, trusted by 500+ enterprises - including Fortune 100 companies like IBM, Amazon, Deloitte, FedEx, Target, and Intuit - to run & scale their volunteering programs globally. With operations in 100+ countries, 30+ languages, and a network of 50,000+ nonprofits, we've mobilized 1M+ volunteers to impact 10M+ lives. We're growing 100% YoY and are backed by top investors including Elevation Capital, Nexus Venture Partners, Omidyar Network, Zoom Ventures, and Ursula Burns.
About the Role:
This is a critical enablement role at Goodera, responsible for building the operating system that drives expansion revenue and Net Revenue Retention (NRR) across our global enterprise client base. The role focuses on designing and institutionalizing best-in-class processes that govern how we onboard, engage, deepen relationships with, and grow existing customers over time.
You will define the how and what of revenue success across the post-sale lifecycle - building scalable frameworks, high-impact playbooks, and execution rhythms that unlock expansion opportunities. This role directly influences renewal outcomes, expansion revenue, and long-term account value by ensuring every client engagement is value-led and commercially effective.
Key Responsibilities:
- Own the Client Engagement Lifecycle: Design and continuously optimize the end-to-end client engagement journey, from onboarding and activation to renewal & expansion, ensuring achievement of expansion revenue targets.
- Playbook Creation: Develop and maintain the
- Goodera Onboarding Playbook - including standardized timelines, RACI matrices for internal handoffs, and success criteria for client activation.
- Goodera Engagement Playbook - best practices across onboarding, MBR/QBR execution, account planning, stakeholder engagement, and value delivery.
- Toolkit Development: Create structured enablement tools for the CSM team - including welcome decks, account planning templates, maturity scorecards, checklists for QBR/MBR preparation etc.
- Client Engagement & Cadence Governance: Define frameworks and templates for all key cadences, and ensure on-time completion of MBRs/QBRs, Account Strategy Planning, Value Add engagements (like strategy / knowledge workshops) etc.
- Executive engagement: Develop structured processes & enablement for Client Partners and CSMs to drive executive alignment - C-level meetings, in-person meetings, event participation etc.
- Influence our product roadmap: Synthesize patterns from enterprise accounts and collaborate with Product & Engineering to bring customer-focussed innovation into our product.
- Measurement & Reporting: Own KPIs across onboarding (eg. TTV, Sales to CSM handovers), engagement (eg. MBR / QBR adherence), risk mitigation (eg. account health scores), and growth (eg expansion revenues)
Required Skills & Experience:
- 8-12 years of experience; preference for candidates with 5+ years of experience in managementconsulting, followed by fast-paced, early-to-growth stage startups and / or entrepreneurial experience
- Comfortable with periodic travel to the US to support strategic customer engagements, revenue initiatives, and leadership-level planning sessions.
- Proven experience in designing and implementing strategic initiatives across a sales, service, or customer success organization.
- Ability to think in terms of processes and frameworks, with a highly structured, analytical, and detail-oriented approach.
- Strong analytical skills with experience defining and reporting on operational KPIs and leveraging data to drive process improvements.
- Excellent written and verbal communication skills, with a track record of creating high-quality documentation, training materials, and executive-level presentations.
