--- title: 'Director CX AI at Banyan Software' canonical: 'https://feeny.ai/job/director-cx-ai-banyan-software-united-states-b97z6aktawq5' type: 'job' last_seen: '2026-11-02' --- # Director CX AI at Banyan Software - **Company:** Banyan Software - **Location:** United States - **Posted:** 2026-10-27 - **Last confirmed live:** 2026-11-02 - **Apply:** https://job-boards.greenhouse.io/banyansoftware/jobs/5261604007 ## Job description Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. With a buy-grow-and-hold-for-life approach and a permanent capital base, Banyan acquires and grows companies worldwide, honoring founder legacies and helping portfolio companies modernize through shared AI expertise and operational discipline. Founded in 2016, Banyan operates more than 120 portfolio companies across North and South America, Europe, and APAC, and has appeared on the Inc. 5000 list for six consecutive years. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. AI Agent Operations Consultant Loan Vision · Remote, United States (light travel) · Full-time · Customer Success Reports to: VP, Customer Success & Engagement ## About Loan Vision Loan Vision is mortgage accounting software built on Microsoft Dynamics 365 Business Central. Lenders use it to run loan-level accounting, AP and cash management, commissions, core finance, reporting and analytics in one place. More than 250 mortgage banking customers rely on it, including independent mortgage banks, banks and credit unions. Loan Vision is part of Banyan Software. In July 2026 we launched Luna, an AI assistant inside the platform that gives customers instant answers and step-by-step guidance. Luna 2.0, now in development, is an agent that takes action inside the ERP. Soon our customers may work alongside AI for much of their day. ## About the Role Loan Vision is becoming an AI-first company, and Luna is quickly becoming the front door to our platform and our support. You'll run Agent Operations within Customer Success, working under the direction of the VP, Customer Success & Engagement, who owns Luna's strategy and roadmap. Your focus is keeping Luna accurate, trusted and widely used across Luna 1.0 in production and Luna 2.0 as it rolls out. You'll train Luna continuously, watch its quality through telemetry, help customers get the most from it, and turn what customers do with it into clear improvements to the product, the documentation and the agent's skills. This is a hands-on, techno-functional role. You don't need to write code, but you do need to understand how agentic AI works: how agents behave and escalate, how they hand off to one another, and how AI fits into a customer's accounting workflow. You'll be comfortable supporting APIs and integrations. The role is an individual contributor position today, with room to grow as Luna's reach expands. ## What You'll Oversee - Luna's day-to-day operation and quality, for Luna 1.0 in production and Luna 2.0 as it launches - Adoption: how many customers use Luna, and how much they rely on it to complete work, not just get answers - The operating rhythm ("AgentOps") that keeps Luna improving: training, evaluation, telemetry and feedback loops ## Key Responsibilities Run Agent Operations - Run Luna's operating rhythm: monitor agent quality, task completion and escalations, and keep Luna performing as usage grows - Run the ongoing AI training process that keeps Luna accurate, including the knowledge, documentation and skills Luna relies on - Influence how Luna behaves, responds, escalates and hands off to people, within the standards set by leadership, with consistent tone and clarity across every interaction Turn Telemetry into Action - Use telemetry from Application Insights and Power Platform to spot weak answers, likely bugs, enhancement requests and documentation gaps - Turn findings into clear, prioritized tasks for Product and Development, and automate that loop where you can - Track and report metrics for adoption, experience quality and task completion Drive Adoption and Customer Enablement - Help grow Luna adoption across our customer base, from getting answers with Luna 1.0 to completing tasks with Luna 2.0 - Support the move to Luna as the first stop for customer support cases - Help customers configure and train Luna for their own company and users, including customer- and user-level instructions, through webinars, guides and one-on-one help - Identify high-impact use cases where Luna can reduce friction and save customers time Support the Shift to Proactive, AI-Assisted Customer Success - Help the Customer Success team move from reactive support to acting on AI-flagged escalations and improvement opportunities - Keep the knowledge behind Luna customer-friendly, current and structured for both retrieval and action, and partner with internal teams to close gaps Agent Interoperability - Understand how Luna works alongside customers' other AI tools and systems, including how prompts and context pass between agents, and make sure that experience works for customers Cross-Functional Team Member - Act as a link between Customer Success, Product, Development and Implementation so that what you learn from customers becomes product improvements - Bring a customer-first lens to technical decisions, and translate technical possibilities into clear customer value What Success Looks Like - Luna is a trusted, widely adopted part of how customers use Loan Vision - Customers rely on Luna to complete tasks, not just get answers - Time to resolution and support effort drop measurably as cases move through Luna - Quality issues are caught in telemetry and fixed before customers have to report them - Customers see Luna as the way to maximize their Loan Vision subscription ## Requirements Required - 5+ years in enterprise software, with real ERP experience - A Customer Success, support or consulting background in an ERP environment - Proven experience running customer-facing AI agents. Experience using AI tools for internal productivity alone does not meet this requirement. - Hands-on experience with agentic AI workflows, such as agent-to-agent hand-offs or AI built into business workflows - Working knowledge of APIs and integrations: you can support and troubleshoot them without being a developer - Clear communication that turns technical findings into action for customers and internal teams ## Preferred - Dynamics 365 Business Central experience (strongly preferred); Finance & Operations or NAV also counts - Background as a BC/NAV functional-technical consultant - Accounting or finance process knowledge - Experience in mortgage, financial services or another regulated environment - Working knowledge of Copilot Studio, Power Platform and Application Insights (or similar telemetry tools) - Familiarity with AI design patterns (retrieval/RAG, tool calling, structured outputs, multi-step orchestration), MCP, and the wider Microsoft AI stack (Azure AI Search, Logic Apps, Entra ID) ## Why This Role Matters Luna is not just a feature. It is becoming the front door to Loan Vision. This role makes sure that door works: that Luna is accurate, intuitive and trusted, and that every customer interaction makes it better. ## Compensation Base salary of $85,000 to $110,000 USD, plus an annual bonus of up to 5%. Pay depends on location, market conditions, and job-related skills and experience. Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Please Note: Banyan Software does not accept unsolicited resumes or applications submitted via email, LinkedIn, or other direct channels. All candidates must apply through our official Careers site to be considered for employment. Applications submitted outside of our applicant tracking system will not be reviewed. Recruitment Notice Banyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation. Beware of Recruitment Scams We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. Protect yourself by following these steps: - Verify that all communications from our recruiting team come from an @banyansoftware.com email address. - Remember, employers will never request payment or banking information during the hiring process. - If you receive a suspicious message, do not respond — instead, forward it to careers@banyansoftware.com and/or report it to the platform where you received it. Your safety and security are important to us. Thank you for staying vigilant. ## About Banyan Software ## Company Overview - **One-liner**: Banyan Software is a permanent holding company that acquires and grows successful enterprise software businesses, providing them with long-term operational support and applied AI expertise. - **Entity Type**: Private (funding stage not disclosed) - **Headquarters**: Atlanta, Georgia, USA - **Founded**: 2016 - **Founders**: David Berkal ## Core Business - **Primary industry**: Vertical/enterprise software acquisition and operation (holding company) - **Target customers**: B2B – niche software businesses serving specialized industries, and their end customers - **Mission**: To acquire, build, and grow great software businesses worldwide, helping them modernize through shared AI expertise and operational discipline while preserving their legacy. ## Products & Services Banyan Software does not sell a single product; instead, it offers a **permanent home model** for acquired software companies. Key offerings include: - **Acquisition & Hold Strategy**: Buys software businesses with no intention to resell; over 100 companies acquired, zero sold. - **Growth Operations (Growth Ops)**: Shared services in AI, talent, sales & marketing, payments, product, finance, cybersecurity, and legal to accelerate portfolio companies. - **AI-Native Transformation**: Helps portfolio companies build AI-native businesses, unlock customer value, and drive new revenue. - **CEO Peer Network**: Decentralized model keeps local teams in control while providing access to a network of 100+ software leaders. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: Over **100 companies acquired** and **zero sold**; portfolio spans North America, UK, Europe, and APAC. - **Notable Investors/Partners**: Raised capital from a “world-class group of entrepreneurs” (names not disclosed); no public list of institutional investors. - **Growth Signals**: - Five-time Inc. 5000 honoree - Top 10 on the Deloitte Technology Fast 500 - Great Place to Work Certified (89% of employees say it’s a great place to work vs. 57% typical) - Double-digit organic growth across portfolio - Endowed the Banyan Software Foundation with $100 million in company stock ## Competitive Advantages - **Permanent ownership model**: Unlike private equity, Banyan never sells its businesses, allowing long-term investment and stability. - **100% referenceable** with past sellers – a strong trust signal. - **Decentralized autonomy**: Portfolio companies retain their own culture and day-to-day control while accessing shared expertise. - **Applied AI focus**: Dedicated team helping portfolio companies rearchitect and ship with velocity in the AI era. - **Global reach**: Offices and teams across USA, Canada, Brazil, UK, Europe, and Australia. ## Strategic Focus - **Continued acquisition** of leading niche software businesses worldwide. - **AI integration** across the portfolio to drive customer value and new revenue. - **Scaling shared operating services** (Growth Ops) to support double-digit organic growth. - **Expanding geographic footprint** (recently added Brazil, APAC). ## Why Work Here - **Culture**: Great Place to Work Certified; 89% employee satisfaction. Values include authentic leadership, enduring impact, accountable ownership, radical candor, and win-as-a-team mentality. - **Benefits**: Comprehensive health/dental/vision insurance, retirement contribution plan, paid parental leave, learning & development fund, employee hardship fund, two paid volunteer days per year, annual global HQ summit. - **Work Model**: Hybrid/office presence likely – local teams and offices in multiple countries; remote flexibility not explicitly stated but global roles exist. - **Career Growth**: Opportunities across M&A, finance, legal, HR, IT, and operating company leadership (CEO, CTO roles). The company emphasizes “career gets bigger here” with exposure to senior leaders and cross-industry learning. - **Impact**: Work within a portfolio of mission-critical software businesses; the Banyan Software Foundation focuses on technology for a greener, more equitable world. ## Sources 1. [Banyan Software Homepage](https://banyansoftware.com/) 2. [Banyan Software About Page](https://banyansoftware.com/about/) 3. [Banyan Software Careers Page](https://banyansoftware.com/careers/) 4. [Jobs at Banyan Software (Greenhouse)](http://job-boards.greenhouse.io/banyansoftware) 5. 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