[Hiring] Director CX AI @Banyan Software

Role Description

Loan Vision is becoming an AI-first company, and Luna is quickly becoming the front door to our platform and our support. You'll run Agent Operations within Customer Success, working under the direction of the VP, Customer Success & Engagement, who owns Luna's strategy and roadmap. Your focus is keeping Luna accurate, trusted and widely used across Luna 1.0 in production and Luna 2.0 as it rolls out. You'll train Luna continuously, watch its quality through telemetry, help customers get the most from it, and turn what customers do with it into clear improvements to the product, the documentation and the agent's skills.

This is a hands-on, techno-functional role. You don't need to write code, but you do need to understand how agentic AI works: how agents behave and escalate, how they hand off to one another, and how AI fits into a customer's accounting workflow. You'll be comfortable supporting APIs and integrations. The role is an individual contributor position today, with room to grow as Luna's reach expands.

What You'll Oversee

• Luna's day-to-day operation and quality, for Luna 1.0 in production and Luna 2.0 as it launches
• Adoption: how many customers use Luna, and how much they rely on it to complete work, not just get answers
• The operating rhythm ("AgentOps") that keeps Luna improving: training, evaluation, telemetry and feedback loops

Key Responsibilities

• Run Agent Operations
• Run Luna's operating rhythm: monitor agent quality, task completion and escalations, and keep Luna performing as usage grows
• Run the ongoing AI training process that keeps Luna accurate, including the knowledge, documentation and skills Luna relies on
• Influence how Luna behaves, responds, escalates and hands off to people, within the standards set by leadership, with consistent tone and clarity across every interaction
• Turn Telemetry into Action
• Use telemetry from Application Insights and Power Platform to spot weak answers, likely bugs, enhancement requests and documentation gaps
• Turn findings into clear, prioritized tasks for Product and Development, and automate that loop where you can
• Track and report metrics for adoption, experience quality and task completion
• Drive Adoption and Customer Enablement
• Help grow Luna adoption across our customer base, from getting answers with Luna 1.0 to completing tasks with Luna 2.0
• Support the move to Luna as the first stop for customer support cases
• Help customers configure and train Luna for their own company and users, including customer- and user-level instructions, through webinars, guides and one-on-one help
• Identify high-impact use cases where Luna can reduce friction and save customers time
• Support the Shift to Proactive, AI-Assisted Customer Success
• Help the Customer Success team move from reactive support to acting on AI-flagged escalations and improvement opportunities
• Keep the knowledge behind Luna customer-friendly, current and structured for both retrieval and action, and partner with internal teams to close gaps
• Agent Interoperability
• Understand how Luna works alongside customers' other AI tools and systems, including how prompts and context pass between agents, and make sure that experience works for customers
• Cross-Functional Team Member
• Act as a link between Customer Success, Product, Development and Implementation so that what you learn from customers becomes product improvements
• Bring a customer-first lens to technical decisions, and translate technical possibilities into clear customer value

Requirements

• 5+ years in enterprise software, with real ERP experience
• A Customer Success, support or consulting background in an ERP environment
• Proven experience running customer-facing AI agents. Experience using AI tools for internal productivity alone does not meet this requirement.
• Hands-on experience with agentic AI workflows, such as agent-to-agent hand-offs or AI built into business workflows
• Working knowledge of APIs and integrations: you can support and troubleshoot them without being a developer
• Clear communication that turns technical findings into action for customers and internal teams

Preferred

• Dynamics 365 Business Central experience (strongly preferred); Finance & Operations or NAV also counts
• Background as a BC/NAV functional-technical consultant
• Accounting or finance process knowledge
• Experience in mortgage, financial services or another regulated environment
• Working knowledge of Copilot Studio, Power Platform and Application Insights (or similar telemetry tools)
• Familiarity with AI design patterns (retrieval/RAG, tool calling, structured outputs, multi-step orchestration), MCP, and the wider Microsoft AI stack (Azure AI Search, Logic Apps, Entra ID)

Why This Role Matters

Luna is not just a feature. It is becoming the front door to Loan Vision. This role makes sure that door works: that Luna is accurate, intuitive and trusted, and that every customer interaction makes it better.

Compensation

Base salary of $85,000 to $110,000 USD, plus an annual bonus of up to 5%. Pay depends on location, market conditions, and job-related skills and experience.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan

Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Please Note

Banyan Software does not accept unsolicited resumes or applications submitted via email, LinkedIn, or other direct channels. All candidates must apply through our official Careers site to be considered for employment. Applications submitted outside of our applicant tracking system will not be reviewed.

Recruitment Notice

Banyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation.

Beware of Recruitment Scams

We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. Protect yourself by following these steps:

• Verify that all communications from our recruiting team come from an @banyansoftware.com email address.
• Remember, employers will never request payment or banking information during the hiring process.
• If you receive a suspicious message, do not respond — instead, forward it to [email protected] and/or report it to the platform where you received it.

Your safety and security are important to us. Thank you for staying vigilant.