Customer Success Manager

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. 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.

Responsibilities:

• 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

Requirements:

• 5+ years of experience in Customer Success, Account Management, or a related role within a SaaS environment
• 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
• Background in higher education SaaS strongly preferred; healthcare SaaS or health tech software is a strong secondary option