Customer Success Manager

<div class="content-intro"><p>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.</p> <div id="fortidlp-input-element-parent"></div></div><p><strong>Position Description</strong></p> <p><strong>Customer Success Manager - Higher Education SaaS</strong></p> <p>US - Remote</p> <p><strong>About the Role</strong></p> <p>We are seeking a <strong>Customer Success Manager - Higher Education SaaS</strong> 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.</p> <p>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.</p> <p><strong>The Role:</strong></p> <ul> <li>Own a portfolio of post-implementation accounts, acting as the primary point of contact for relationship management, escalations, and ongoing success</li> <li>Build strong, trust-based customer relationships by proactively identifying challenges, anticipating risks, and driving solutions that improve retention and outcomes</li> <li>Monitor customer health metrics (NPS, adoption, survey scores) and take proactive action to reduce churn and increase reference ability</li> <li>Facilitate regular cadence meetings (biweekly, monthly, or quarterly) with customers, providing actionable insights and data</li> <li>Coordinate with implementation, product, and support teams to resolve escalations and deliver a seamless customer experience</li> <li>Secure customer participation in case studies, references, and community engagement initiatives</li> <li>Ca