Head of Customer Success

Banyan Infrastructure is seeking a Head of Customer Success to lead their emerging CS team in delivering best-in-class results for their customers. The successful candidate will set the vision and strategy for customer success, develop scalable success processes, and establish best-practice playbooks that drive adoption and engagement in product to set customers up for success. They will also build and lead the Customer Success organization to support Banyan’s rapid growth, define optimal customer lifecycle, establish customer support functions for domestic and global customers, and develop a deep understanding of where Banyan can deliver business value to their customers. The role reports to the COO and is hybrid based in the San Francisco office.

• Set the vision and strategy for customer success. Build and execute plans to achieve that vision.
• Develop scalable success processes. Establish best-practice playbooks that drive adoption and engagement in product to set customers up for success.
• Build and lead the Customer Success organization to support Banyan’s rapid growth. Provide leadership and knowledge to set the team up for success. Establish OKRs and manage the customer success and implementation teams against organizational goals.
• Define optimal customer lifecycle, map out the customer journey to identify peak points of usage and satisfaction, and oversee customer feedback process.
• Establish customer support functions for our domestic and global customers. Build and nurture relationships with customer leadership and key personnel, serve as the primary point of contact. Interface with engineering to effectively manage incidents and issues.
• Develop a deep understanding of where Banyan can deliver business value to our customers and collaborate with internal teams to align the overall strategy and product accordingly.
• Define and measure customer success metrics across our customer base and ensure we are measuring and improving them.
• Passion for customers and understanding their needs.
• Experience in B2B customer-facing roles and working with C-level executives.
• Experience establishing and managing Customer Success and Implementation systems, best practices, KPIs, and playbooks.
• Leadership and people management skills.
• Strong data-driven problem-solving skills.
• Compelling verbal and written communication and presentation skills to easily explain and discuss complex concepts with a wide variety of audiences.
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality output on time and in full.
• Experience with software, financial services, or financial technology. Project Finance knowledge is a huge plus.
• Enthusiasm for Banyan’s mission and strong values alignment.

• Passion for customers and understanding their needs.
• Experience in B2B customer-facing roles and working with C-level executives.
• Experience establishing and managing Customer Success and Implementation systems, best practices, KPIs, and playbooks.
• Leadership and people management skills:
• You have a strong management presence and leadership ability, with the presence and clarity required to inspire and motivate your team.
• Experience hiring, developing, and leading a Customer Success team for high growth B2B SaaS companies with a track record of success.
• Willingness to lead by example and serve as a player/coach.
• Cultural and emotional intelligence to collaborate in a diverse environment with global reach.
• Strong data driven problem solving skills.
• Compelling verbal and written communication and presentation skills to easily explain and discuss complex concepts with a wide variety of audiences.
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality output on time and in full.
• Experience with software, financial services, or financial technology. Project Finance knowledge is a huge plus.
• Enthusiasm for Banyan’s mission and strong values alignment.