Senior Customer Success Manager

Binti•San Francisco, CA

1d•$155,000 - $185,000•Hybrid

About The Position

Binti builds software for state and county government agencies, focusing on reinventing social services. We started in child welfare, with the mission of helping every child have a safe, loving, and stable family. To date, we’ve helped approve more than 100,000 families to foster or adopt, and we support over 49% of the nation’s child welfare system. We have expanded our product offerings in child welfare, moving more to the root of the problem, helping families stay together and avoid separation, and are now expanding horizontally across other areas in social services. Binti is a for-profit, mission-driven software company based in San Francisco, CA. Investors include Founders Fund, First Round Capital, Kapor Capital, and others. We’re a team of ~90 people and growing quickly. We care about creating a workplace where everyone feels welcome and can bring their full self to work. We have a huge, ambitious vision to rewire government to be more effective in expanding opportunities for people around the world, and we are looking for mission-driven, high-empathy, high-performance, and low-ego team members to join us on our exciting journey towards that vision. OVERVIEW OF ROLE 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.

Requirements

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)
Demonstrated experience managing the highest-complexity or highest-revenue accounts in a portfolio, including experience owning Executive Business Reviews independently
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
Proven experience interacting with and influencing C-level executives
Experience mentoring, coaching, or informally leading other team members, even without formal management authority
Excellent communication and presentation skills, from small working sessions to large executive audiences
Ability to lead, manage, or influence both internal Binti and customer resources to achieve successful outcomes, including in ambiguous or high-stakes situations
Insatiably curious: seeks to learn and gather information with a default openness to positive and critical feedback
Strong analytical, problem-solving, and dot-connecting skills, with the ability to develop quick, accurate situational awareness on accounts you didn't build
A solution-oriented mindset for understanding and solving complex customer issues, including ones without a clear precedent

Responsibilities

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

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
13 paid holidays; 11 federally observed holidays (including Juneteenth), plus Election Day and the day after Thanksgiving
16 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infant
Sick/mental health time separate from vacation days (accrue up to a cap of 80 hours)
4 weeks of sabbatical after 4 years of service at the company
401k, Commuter benefits, FSA, and DCFSA
$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
$300 reimbursement for initial office setup
$50 a month effective work reimbursement to cover internet, electricity, office setup costs, or lunch/snacks with coworkers
Paid jury duty