Lead Customer Success Manager

• The mission of the Senior Customer Success Manager (Senior CSM) is to serve as a senior, trusted point of contact for program staff and executive stakeholders across Binti’s highest-complexity public and private agency accounts.
• Senior CSMs partner with Strategic Partnership Leads (SPLs) to own of Super Enterprise and Enterprise accounts — leading Executive Business Reviews, account strategy, and relationship management
• Beyond their own book of business, Senior CSMs raise the bar for the whole Customer Success team: mentoring and coaching other CSMs, contributing to the playbooks and processes the team runs on, and representing Customer Success in cross-functional strategic initiatives
• Own the relationship for Binti’s high-complexity Super Enterprise and Enterprise accounts, partnering with Strategic Partnership Leads to drive account strategy
• Lead Executive Business Reviews independently for your accounts, including preparing the data and narrative
• Take ownership of the highest-risk and highest-visibility escalations across the team — and drive them to resolution
• Mentor and coach other CSMs, sharing account strategy, negotiation, and executive-communication skills
• Contribute directly to Customer Success playbooks, processes, and enablement materials, helping define how the team operates
• Identify complex account expansion opportunities — additional users, additional modules, new sub-agencies — in collaboration with SPLs
• Manage contract renewal cycles for your accounts, helping negotiate and close renewals with a customer-by-customer strategy
• Own success metrics for your book of business — customer satisfaction, NPS, renewals, account growth, and churn — and contribute to the metrics and standards the broader team is held to
• SAMPLE PROJECTS;
• Lead Executive Business Reviews (EBRs) independently, on a predetermined cadence, for your portfolio of Super Enterprise and Enterprise accounts
• Assess account health across your book, identify retention and growth strategies, and execute them without needing significant oversight
• Partner directly with customers and cross-functional Binti teams to refine and improve workflows, optimizing templates as requirements change
• Lead a data cleanup or workflow optimization initiative for a customer, coordinating across Binti teams to execute it
• Identify and drive complex upsell opportunities in collaboration with SPLs and other Binti teams
• Take on a team-facing initiative — for example, mentoring 1-2 newer CSMs, leading a playbook or process improvement, or owning a piece of team enablement content — as a recurring part of the role, not a one-off ask

Benefits

• An above-market compensation package (salary + equity)
• Excellent medical, dental, vision, and life insurance - 99% of insurance premiums covered for you + your dependents
• Flexible vacation time to promote a healthy work-life blend, targeting 20 days/year
• 16 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infant
• 13 paid holidays; 11 Federally observed holidays (including Juneteenth), plus the day after Thanksgiving and Election Day
• Sick/Mental Health time separate from vacation days (72 hours)
• 4 weeks of sabbatical after 4 years of service at the company
• 401(k) with 100% match of contributions up to 4% of your annual salary
• Commuter benefits, FSA, and DCSA with administration paid for
• $5,000 annual bonus for employees who volunteer as a CASA (court-appointed special advocates)
• $2,500 annual reimbursement for ongoing learning and development, with opportunities to attend trainings/conferences, on-site speaker series, and lunch and learns
• $1,000 reimbursement for virtual home office setup
• $100/month remote work stipend to cover internet, electricity, or home office setup costs, or $250/month for a co-working space
• Weekly reimbursement for lunch with coworkers - virtually or at our Oakland office
• Paid Jury Duty
• Remote work friendly

• Insatiably curious: seeks to learn and gather information with a default openness to positive and critical feedback
• Experience mentoring, coaching, or informally leading other team members, even without formal management authority
• Demonstrated history of driving revenue through retention and expansion of existing accounts, with specific examples of complex or multi-stakeholder renewals or expansions you’ve driven
• A solution-oriented mindset for understanding and solving complex customer issues, including ones without a clear precedent
• Demonstrated experience managing the highest-complexity or highest-revenue accounts in a portfolio, including experience owning Executive Business Reviews independently
• Ability to lead, manage, or influence both internal Binti and customer resources to achieve successful outcomes, including in ambiguous or high-stakes situations
• Strong analytical, problem-solving, and dot-connecting skills, with the ability to develop quick, accurate situational awareness on accounts you didn’t build
• Proven experience interacting with and influencing C-level executives
• 5+ years of experience in Account/Customer Success Management, Technical or Sales Account Management, or a related role in a relevant and dynamic technology company, and/or equivalent experience in child welfare (adoption, foster care, casework, social work)
• Excellent communication and presentation skills, from small working sessions to large executive audiences