Customer Service Manager - Fully Remote

Banyan Canopy Group • Washington, DC

2d • Remote

About The Position

Next Chapter Technology (NCT) is seeking a Customer Success Manager to join their growing team. This role is crucial for helping customers achieve measurable results with the CaseWorks platform, focusing on retention and growth. The Customer Success Manager will build trusted relationships, drive product adoption, monitor customer health, and coordinate efforts to support customer success. The role requires curiosity, patience, strategic thinking, and consistent follow-through, engaging with various levels of HHS agencies to understand their goals and address barriers. The position also involves acting as a central point of coordination across Sales, Marketing, Support, Solutions, and Product teams, advocating for customers and ensuring commitments are met. This is an opportunity for someone who enjoys building lasting relationships, solving problems, and making a visible impact on company growth.

Requirements

• Bachelor's degree or equivalent relevant professional experience.
• Demonstrated success in customer success, account management, or a comparable customer-facing role with a software product company, helping customers adopt solutions, achieve measurable outcomes, and build lasting relationships.
• Strong familiarity with Software as a Service (SaaS) solutions and the subscription customer lifecycle, including onboarding, adoption, ongoing value realization, renewals, and expansion.
• Experience supporting business-to-government (B2G) relationships with state and/or local government customers; experience in GovTech, HHS technology, document management/content services, workflow automation, or adjacent enterprise software is strongly preferred.
• Proven ability to build lasting customer relationships, drive product adoption, and help customers achieve measurable business outcomes.
• Experience supporting customer retention, renewals, and expansion through proactive account planning and engagement.
• Ability to interpret product usage, customer health, support, and satisfaction data and translate findings into practical actions.
• Excellent communication, interpersonal, problem-solving, presentation, and organizational skills, including the ability to lead business reviews and engage executive stakeholders.
• Experience managing customer escalations and coordinating follow-through across technical, support, and product teams.
• Ability to understand complex customer workflows and explain product capabilities in terms of customer needs and value.
• Proficiency with CRM, customer success, and business productivity tools; experience with HubSpot is a plus.
• Self-motivated and able to manage multiple accounts and competing priorities independently in a remote setting while collaborating effectively with team members.
• Willingness to travel for customer meetings, business reviews, conferences, and other activities as needed.

Nice To Haves

• Experience in GovTech, HHS technology, document management/content services, workflow automation, or adjacent enterprise software is strongly preferred.
• Experience with HubSpot is a plus.

Responsibilities

• Build and maintain trusted relationships across an assigned customer portfolio, engaging executive sponsors, program leadership, IT, administrators, and end users.
• Develop a deep understanding of each customer's operational challenges, priorities, and desired outcomes, and create customer success plans with agreed-upon goals, milestones, responsibilities, and measures of success.
• Partner with Sales, Solutions, and Support to ensure a coordinated transition from prospect to customer and support successful onboarding, implementation, and ongoing engagement.
• Drive CaseWorks adoption through proactive outreach, customer education, best-practice guidance, and coordinated enablement activities tailored to customer needs.
• Monitor product usage and adoption trends, identify barriers, and coordinate action plans that help customers achieve their goals and realize greater value.
• Manage ongoing inbound and outbound customer communication, respond to inquiries, maintain a consistent engagement cadence, and follow through on commitments.
• Lead proactive customer retention efforts, identify renewal risks early, and partner with Sales and other stakeholders on renewal planning and execution.
• Identify opportunities to expand CaseWorks into additional programs, departments, users, or use cases, and collaborate with Sales to develop opportunities aligned with customer needs.
• Maintain and regularly review customer health scores using product usage, adoption, stakeholder engagement, support trends, satisfaction, and progress toward customer goals.
• Develop and coordinate recovery plans for at-risk customers, with clear actions, owners, and timelines, and communicate emerging risks to internal stakeholders.
• Plan and lead Customer Business Reviews that connect adoption and performance to customer objectives, demonstrate realized value, address challenges, and establish next steps.
• Advocate for customers internally, coordinate issues and escalations with Support, Solutions, and Product teams, and keep customers informed through resolution.
• Support Net Promoter Score (NPS) and other customer feedback programs, encourage participation, follow up on responses, and translate feedback into actionable improvements.
• Partner with Marketing and Sales to identify and develop customer advocates for references, testimonials, case studies, advisory participation, and other engagement opportunities.
• Collaborate across Sales, Marketing, Support, Solutions, and core Product teams to share customer insights, communicate relevant enhancements, and improve the customer experience.
• Rapidly develop expertise in CaseWorks, the HHS market, and our customers' operational needs.
• Maintain accurate customer records, success plans, health assessments, renewal information, and expansion opportunities in designated systems.
• Contribute to customer success playbooks, processes, reporting, and engagement practices that support a growing customer base.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision coverage.
• A flexible, remote work environment with a collaborative team and a culture where individual contributions are visible and meaningful.
• The opportunity to help shape NCT's customer success approach and have a direct impact on customer outcomes, retention, and continued growth.
• Professional development and career growth opportunities as the company expands.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree