[Hiring] Customer Success Manager @Banyan Canopy Group

Role Description

We're looking for a Customer Success Manager to help our customers achieve measurable results with CaseWorks while supporting NCT's continued retention and growth. This is a proactive, relationship-driven role for someone who can connect customer priorities to product capabilities and turn those connections into meaningful outcomes. You'll build trusted relationships, drive product adoption, monitor customer health, and coordinate efforts to support retention and expansion.

Our customers operate in complex public-sector environments. Success requires curiosity, patience, strategic thinking, and consistent follow-through. You'll engage with HHS program leadership, IT, executive sponsors, administrators, and end users to understand their goals, address barriers, and help them get greater value from CaseWorks.

You'll serve as a central point of coordination across Sales, Marketing, Support, Solutions, and our Product teams. That means advocating for customers, keeping communication clear, and making sure commitments translate into action.

If you enjoy building lasting relationships, solving problems, and helping customers achieve outcomes that matter to their organizations—and want your work to have a visible impact on the growth of the company—we'd like to talk.

Qualifications

• 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.
• Strong familiarity with Software as a Service (SaaS) solutions and the subscription customer lifecycle.
• Experience supporting business-to-government (B2G) relationships with state and/or local government customers.
• Proven ability to build lasting customer relationships, drive product adoption, and help customers achieve measurable business outcomes.
• Excellent communication, interpersonal, problem-solving, presentation, and organizational skills.
• 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.
• Willingness to travel for customer meetings, business reviews, conferences, and other activities as needed.

Requirements

• 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.
• 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.

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.
• The opportunity to help shape NCT's customer success approach and have a direct impact on customer outcomes.
• Professional development and career growth opportunities as the company expands.