Customer Service Manager - Fully Remote

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…