Customer Success Manager

Banyan Software

36d•$120,000•Remote

About The Position

We are seeking a Customer Success Manager - Higher Education SaaS who takes ownership of post-implementation accounts, builds deep customer relationships, and drives measurable outcomes in retention and revenue growth. This is a high-ownership, player-coach role suited for someone who blends the relationship skills of a trusted advisor with the commercial instincts of a revenue contributor. While the role includes one direct report, it remains highly hands-on and execution-focused. You will take over accounts approximately one year after implementation, serving as the primary partner responsible for customer health, expansion, and long-term satisfaction. You will also support our AI enabled initiative program that integrates services with software to deliver greater value beyond traditional software delivery.

Requirements

5+ years of experience in Customer Success, Account Management, or a related role within a SaaS environment
Background in higher education SaaS strongly preferred; healthcare SaaS or health tech software is a strong secondary option
Demonstrated history of quota attainment and revenue contribution in a CS or account management capacity
Experience with upsell and expansion motions within existing accounts, with ability to articulate year-over-year retention metrics and quota performance
Proven job stability with at least one tenure of 3–5 years demonstrating depth of experience and long-term commitment
Strong communication and relationship-building skills; able to navigate complex customer situations with confidence and professionalism
Data-driven mindset with the ability to use customer health metrics, usage analytics, and feedback to guide decisions and strategy
Ability to balance strategic thinking with hands-on execution, comfortable rolling up your sleeves and doing the work
Proactive, solutions-focused approach with the ability to create structure and operate effectively in fast-paced, evolving environments
Cross-functional collaboration experience; ability to partner with product, sales, support, and leadership to advocate for customers and drive alignment

Responsibilities

Own a portfolio of post-implementation accounts, acting as the primary point of contact for relationship management, escalations, and ongoing success
Build strong, trust-based customer relationships by proactively identifying challenges, anticipating risks, and driving solutions that improve retention and outcomes
Monitor customer health metrics (NPS, adoption, survey scores) and take proactive action to reduce churn and increase reference ability
Facilitate regular cadence meetings (biweekly, monthly, or quarterly) with customers, providing actionable insights and data
Coordinate with implementation, product, and support teams to resolve escalations and deliver a seamless customer experience
Secure customer participation in case studies, references, and community engagement initiatives
Carry and achieve a commission quota tied to upselling training, professional services, and product expansions within existing accounts
Identify and close back-to-base selling opportunities for additional recurring revenue and new ARR within the existing customer base
Drive renewals, adoption, and long-term customer value by aligning recommendations with customer business goals and student needs
Ensure pricing and contracts are current; lead negotiations and assist with collections of past-due amounts where applicable
Develop a data-driven approach to measuring and improving customer health, engagement, and lifetime value
Establish scalable CS processes, automate workflows, and leverage tools (HubSpot, Jira, Confluence, Circle, etc.) to increase efficiency
Leverage customer feedback and product usage data to drive roadmap input and continuous improvement
Build documentation, training materials, and scalable processes to support future team growth and operational efficiency