Customer Success Manager, Banyan Infrastructure

• 5+ years of professional working experience with a minimum of 3 years prior experience in a Customer Success or similar role in a B2B SaaS software company
• Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders
• Excellent project management and organizational skills with meticulous attention to detail to manage multiple projects with competing timelines and deadlines
• Strong written, verbal, and presentation skills to guide conversations, influence stakeholders, drive progress, and facilitate trainings with broad audiences
• Ability to connect with a wide variety of individuals in a diverse environment with global reach
• Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations
• Ability to thrive in a startup environment - take initiative, prioritize, problem solve, and deliver consistently high quality work amidst ambiguity and with limited oversight
• Knowledge of core enterprise software and and how it connects people and processes at a functional level
• Passion for, and commitment to, Banyan’s mission and values
• Our ideal candidate will have previous experience working in Fintech, Climate, Renewable Energy, or ESG related companies (not required)
• Exposure to project finance, finance, or investing is a plus (not required)

• Banyan is growing rapidly and seeking a Customer Success Manager to join our team
• Our team is made up of bright, mission-driven individuals
• We are passionate about using technology to solve sustainability challenges for our planet
• We strive to build a supportive team that values difference and is always willing to lend a hand
• The Customer Success Manager (CSM) sits at the intersection of product and customer
• They serve as an internal advocate and champion for our customers
• Every customer is unique and every day you’ll face new, complex problems that keep the job interesting and exciting
• The CSM is the trusted point of contact for our customers and ensures an outstanding experience with Banyan
• This role reports to the VP of Success & operates on a hybrid basis from our San Francisco office (we are typically 4 days in / 1 remote) with the flexibility to adjust on an ad hoc basis
• We will prioritize candidates located in the San Francisco Bay Area who are able to come into the office regularly
• Own the relationship with your assigned customers from implementation throughout their lifetime with Banyan - focusing on time-to-value, adoption, and the end-to-end experience of our customers
• Lead and facilitate customer meetings, including discovery sessions, to build a deep understanding of our customers’ current and evolving needs, as well as identify and address any roadblocks or potential risks to on-time delivery
• Develop and maintain customized success plans that: outline critical success factors and metrics, mitigate potential issues, accelerate onboarding and adoption, and overall, provide the customer with a path to achieve their desired outcomes with Banyan
• Ensure customers are made aware and take full advantage of all features and services, resulting in strong customer health and retention
• Serve as the voice of the customer: gather product feedback and requests, understand their use case and pain points, advocate cross-functionally for new features and initiatives that enable us to better serve customers, maximize value and retention
• Create onboarding materials and conduct training and enablement sessions for customer champions, trainers, and end users to help them achieve their business outcomes and ensure a smooth customer experience from day one
• Manage and triage incoming support requests through resolution; ensure customers are updated regularly on delivery of requests, fixes, or documentation
• Run and maintain regular cadence calls and value-based business reviews with customers. Become deeply familiar with your customers’ businesses and help them understand the value Banyan delivers

• Top tier health plans
• At work meal offerings
• Fitness benefits
• Well-being and growth through professional development
• Parental leave
• Flexible time off policy
• Flexible work

Total funding: $39.2m

Interest in green infrastructure projects is on the rise, yet investment into this sector is a largely governed by manual, inefficient processes. Banyan Infrastructure was created to provide the means for accelerated investment into this market through modern tech and a fresh approach.