Customer Success Manager

Role Overview

Banyan Canopy Group is the Excellence Centre for Banyan Software, providing world-class operational support to drive the success of enterprise software businesses worldwide. At Banyan Canopy Group, we are committed to fostering talent, streamlining operations, and upholding the highest standards of accuracy and integrity. 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.

What You Will Do

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.

Why It Might Be a Fit

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.

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
• 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
• 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
• 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
• Self-motivated and able to manage multiple accounts and competing priorities independently in a remote setting

Benefits

• Competitive salary and performance-based incentives
• Comprehensive benefits package, including health, dental, and vision coverage
• Flexible, remote work environment with a collaborative team and a culture where individual contributions are visible and meaningful
• Professional development and career growth opportunities as the company expands