Customer Success Manager

About the role

We are seeking a Customer Success Manager - Higher Education SaaS who takes ownership of post-implementation accounts, builds deep customer relationships, and drives measurable outcomes in retention and revenue growth. This is a high-ownership, player-coach role suited for someone who blends the relationship skills of a trusted advisor with the commercial instincts of a revenue contributor. While the role includes one direct report, it remains highly hands-on and execution-focused. You will take over accounts approximately one year after implementation, serving as the primary partner responsible for customer health, expansion, and long-term satisfaction. You will also support our AI enabled initiative program that integrates services with software to deliver greater value beyond traditional software delivery. Own a portfolio of post-implementation accounts, acting as the primary point of contact for relationship management, escalations, and ongoing success Build strong, trust-based customer relationships by proactively identifying challenges, anticipating risks, and driving solutions that improve retention and outcomes Monitor customer health metrics (NPS, adoption, survey scores) and take proactive action to reduce churn and increase reference ability Facilitate regular cadence meetings (biweekly, monthly, or quarterly) with customers, providing actionable insights and data Coordinate with implementation, product, and support teams to resolve escalations and deliver a seamless customer experience Secure customer participation in case studies, references, and community engagement initiatives Carry and achieve a commission quota tied to upselling training, professional services, and product expansions within existing accounts Identify and close back-to-base selling opportunities for additional recurring revenue and new ARR within the existing customer base Drive renewals, adoption, and long-term customer value by aligning recommendations with customer business goals and student needs Ensure pricing and contracts are current; lead negotiations and assist with collections of past-due amounts where applicable Develop a data-driven approach to measuring and improving customer health, engagement, and lifetime value Establish scalable CS processes, automate workflows, and leverage tools (HubSpot, Jira, Confluence, Circle, etc.) to increase efficiency Leverage customer feedback and product usage data to drive roadmap input and continuous improvement Build documentation, training materials, and scalable processes to support future team growth and operational efficiency Qualifications for Success 5+ years of experience in Customer Success, Account Management, or a related role within a SaaS environment Background in higher education SaaS strongly preferred; healthcare SaaS or health tech software is a strong secondary option Demonstrated history of quota attainment and revenue contribution in a CS or account management capacity Experience with upsell and expansion motions within existing accounts, with ability to articulate year-over-year retention metrics and quota performance Proven job stability with at least one tenure of 3-5 years demonstrating depth of experience and long-term commitment Strong communication and relationship-building skills; able to navigate complex customer situations with confidence and professionalism Data-driven mindset with the ability to use customer health metrics, usage analytics, and feedback to guide decisions and strategy Ability to balance strategic thinking with hands-on execution, comfortable rolling up your sleeves and doing the work Proactive, solutions-focused approach with the ability to create structure and operate effectively in fast-paced, evolving environments Cross-functional collaboration experience; ability to partner with product, sales, support, and leadership to advocate for customers and drive alignment The on-target earnings (OTE) for this position is USD $120,000, comprising 80% base salary + bonus and commission above. Actual compensation may vary based on market conditions, location, and job-related skills and experience. Diversity,

Benefits

Additional Information

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC. Position Description Customer Success Manager - Higher Education SaaS US - Remote

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