Customer Service Manager - Fully Remote

Banyan Canopy Group; Washington; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Banyan Canopy Group is seeking a Customer Success Manager to help CaseWorks customers achieve measurable outcomes in the health and human services sector. You will build trusted relationships, translate customer needs into product actions, and coordinate cross-functional teams to ensure successful onboarding and ongoing engagement.

The role focuses on retention, expansion, and driving value for public-sector clients through strategic customer success planning and proactive enablement.

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, including onboarding, adoption, renewals, and expansion.
• Experience supporting business-to-government (B2G) relationships with state and/or local government customers; GovTech/HHS tech experience is strongly preferred.

Responsibilities

• 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 and measures.
• Partner with Sales, Solutions, and Support to ensure a coordinated transition from prospect to customer and support onboarding and ongoing engagement.
• Drive CaseWorks adoption through proactive outreach, customer education, and best-practice guidance tailored to customer needs.
• Monitor product usage and adoption trends, identify barriers, and coordinate action plans to help customers achieve goals.

Job description

Banyan Canopy Group is the Excellence Centre for Banyan Software, providing world-class operational support to drive the success of enterprise software businesses worldwide. Based in Karachi, Pakistan, Banyan Canopy Group plays a critical role in Banyan Software’s long-term buy-and-hold strategy, delivering exceptional services that enable sustainable growth and operational excellence. At Banyan Canopy Group, we are committed to fostering talent, streamlining operations, and upholding the highest standards of accuracy and integrity.

Job Title

Customer Success Manager

About NCT

Next Chapter Technology is entering an exciting stage of growth.

Through our CaseWorks platform, we provide purpose-built document management, content services, workflow automation, and document infrastructure solutions for Health & Human Services (HHS) agencies—helping the people who serve our communities work more efficiently and better manage the documents, content, and information their programs depend on.

Our technology is proven, our customer relationships are strong, and our market opportunity is expanding. Over the past year, NCT has successfully expanded into multiple new states, building real momentum in our geographic growth. We're looking for a Customer Success Manager who wants to build on that momentum by helping customers achieve their goals, strengthening long-term relationships, and expanding the value they receive from CaseWorks.

We're equally proud of the team and culture behind that growth. NCT is a close-knit group of talented people who work hard, enjoy working together, and believe strongly in what this company can become. We're ambitious without being overly corporate. People have a voice here, good ideas are valued, and individual contributions are visible. We support one another and share a common vision for where we're going.

About the Opportunity

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.

What You'll 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.

Partner with Sales, Solutions, and Support to ensure a coordinated transition from prospect to customer and support successful onboarding, implementation, and ongoing engagement.

Drive CaseWorks adoption through proactive outreach, customer education, best-practice guidance, and coordinated enablement activities tailored to customer needs.

Monitor product usage and adoption trends, identify barriers, and coordinate action plans that help customers achieve their goals and realize greater value.

Manage ongoing inbound and outbound customer communication, respond to inquiries, maintain a consistent engagement cadence, and follow through on commitments.

Lead proactive customer retention efforts, identify renewal risks early, and partner with Sales and other stakeholders on renewal planning and execution.

Identify opportunities to expand CaseWorks into additional programs, departments, users, or use cases, and collaborate with Sales to develop opportunities aligned with customer needs.

Maintain and regularly review customer health scores using product usage, adoption, stakeholder engagement, support trends, satisfaction, and progress toward customer goals.

Develop and coordinate recovery plans for at‑risk customers, with clear actions, owners, and timelines, and communicate emerging risks to internal stakeholders.

Plan and lead Customer Business Reviews that connect adoption and performance to customer objectives, demonstrate realized value, address challenges, and establish next steps.

Advocate for customers internally, coordinate issues and escalations with Support, Solutions, and Product teams, and keep customers informed through resolution.

Support Net Promoter Score (NPS) and other customer feedback programs, encourage participation, follow up on responses, and translate feedback into actionable improvements.

Partner with Marketing and Sales to identify and develop customer advocates for references, testimonials, case studies, advisory participation, and other engagement opportunities.

Collaborate across Sales, Marketing, Support, Solutions, and core Product teams to share customer insights, communicate relevant enhancements, and improve the customer experience.

Rapidly develop expertise in CaseWorks, the HHS market, and our customers' operational needs.

Maintain accurate customer records, success plans, health assessments, renewal information, and expansion opportunities in designated systems.

Contribute to customer success playbooks, processes, reporting, and engagement practices that support a growing customer base.

What Success Looks Like

Success in this role means customers are achieving their goals, adopting CaseWorks more effectively, and recognizing the value of their relationship with NCT. You build trusted relationships, identify and address risks early, strengthen retention, and uncover expansion opportunities grounded in customer needs. Your portfolio shows progress in product adoption, customer health, satisfaction, and business outcomes. Customer Business Reviews lead to clear actions, feedback receives meaningful follow-up, and internal teams stay aligned around customer priorities.

What We're Looking For

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, helping customers adopt solutions, achieve measurable outcomes, and build lasting relationships.

Strong familiarity with Software as a Service (SaaS) solutions and the subscription customer lifecycle, including onboarding, adoption, ongoing value realization, renewals, and expansion.

Experience supporting business-to-government (B2G) relationships with state and/or local government customers; experience in GovTech, HHS technology, document management/content services, workflow automation, or adjacent enterprise software is strongly preferred.

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, including the ability to lead business reviews and engage executive stakeholders.

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; experience with HubSpot is a plus.

Self-motivated and able to manage multiple accounts and competing priorities independently in a remote setting while collaborating effectively with team members.

Willingness to travel for customer meetings, business reviews, conferences, and other activities as needed.

What We Offer

Competitive salary and performance-based incentives.

Comprehensive benefits package, including health, dental, and vision coverage.

A flexible, remote work environment with a collaborative team and a culture where individual contributions are visible and meaningful.

The opportunity to help shape NCT's customer success approach and have a direct impact on customer outcomes, retention, and continued growth.

Professional development and career growth opportunities as the company expands.