Job Description
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 help define the how and what of revenue success across the post-sale lifecycle - and work with the Client Success team to implement 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:
- Customer Onboarding Playbook- Design and operationalize a comprehensive onboarding framework for enterprise clients. This includes defining implementation timelines, kickoff agendas, integration checkpoints, stakeholder alignment processes, and success metrics to ensure smooth client onboarding and program launch.
- Customer Engagement Playbook - Develop structured engagement frameworks to help clients drive sustained participation in their volunteering programs. This includes designing campaign calendars, engagement models, communication templates, reporting dashboards, and program activation strategies that increase employee participation and impact.
- Strategic Business Reviews and Workshops - Lead quarterly Strategic Business Reviews and thematic workshops with enterprise customers. Prepare data-backed insights, identify growth opportunities, align on program roadmaps, and facilitate executive-level discussions that strengthen client partnerships and unlock expansion opportunities.
- Adherence of Playbooks Across Clients - Ensure consistent adoption and execution of onboarding and engagement playbooks across assigned accounts. Conduct regular health checks, track adoption metrics, and collaborate with internal product, operations, and partnerships teams to continuously refine processes and improve client outcomes.
- Champion Engagement Playbook - Identify and nurture internal champions within client organizations. Build enablement toolkits, training modules, and communication frameworks that empower champions to advocate for volunteering programs internally and drive stronger adoption across teams.
Key Performance Indicators (KPIs)
- Expansion Revenue driving growth within existing enterprise accounts
- Client NPS ensuring exceptional client experience and satisfaction
- Net Renewal Rate maintaining strong retention and long-term partnerships
Job Requirement
Required Skills & Experience:
- 34 years of prior experience in Management Consulting and/or high-growth startups
- Experience in front-end, client-facing consulting roles, with strong exposure to stakeholder management
- Proven experience driving Steering Committee or executive governance meetings
- Strong analytical and problem-solving capabilities
- Excellent communication and presentation skills
- Ability to work cross-functionally with product, operations, and partnerships teams
- Comfort working in a fast-paced, high-growth environment
We are looking for individuals who demonstrate:
- Comfort engaging senior stakeholders with strong client exposure and relationship management skills
- Strong presentation skills and the ability to create clear, compelling executive-ready decks
- Excellent program management capabilities with attention to timelines, deliverables, and stakeholder coordination
- A process-oriented mindset with the ability to build repeatable playbooks and operational frameworks
- Strong storytelling ability and enterprise-grade communication skills needed to translate insights and program outcomes into compelling narratives for enterprise audiences
- A collaborative team-player mindset, with the ability to work effectively across product, operations, and partnerships teams
