Customer Success Operations Specialist

Job description

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 THE ROLE Binti is seeking an analytical and detail-oriented Customer Success Operations Specialist to join our Customer Success team. This role is ideal for a process-minded professional with a background in renewals, contracts, or sales/Customer Success operations, who is ready to bring their expertise to a fast-paced, mission-driven environment. As a Customer Success Operations Specialist, you will own the renewal process end to end once a Strategic Partnership Lead secures a customer's commitment—coordinating directly with Contracts and Finance to get agreements signed, invoiced, and accurately reflected in Salesforce—while also maintaining the broader systems and data that Customer Success runs on day to day. Beyond these core responsibilities, the Customer Success Operations Specialist will play a pivotal role in shaping how Customer Success measures and reports on itself, from health scoring methodology to renewal and expansion forecasting. Your operational rigor and eye for process improvement will directly influence how effectively our Strategic Partnership Leads and Customer Success Managers can support the agencies and families we serve. This role offers a unique opportunity to blend hands-on renewal execution with broader operational strategy across Customer Success. You'll join a thoughtful, mission-driven team that values trust, autonomy, and continuous improvement as we scale Binti's impact nationwide. This is a newly created, unique opportunity to build the operational foundation for how Customer Success tracks, reports on, and executes its most critical processes. WHAT YOU WILL DO - Own the master tracking of the full renewal book, proactively flagging upcoming renewals to Strategic Partnership Leads well before they're urgent - Serve as the point of contact an SPL notifies the moment they secure a verbal or contractual commitment, capturing deal terms directly at handoff - Liaise directly with Contracts on paperwork and Finance on pricing, billing, and invoicing to turn agreed terms into what actually goes to the customer - Follow up with customers and internal teams until contracts are fully executed and invoices are confirmed correct, then update Salesforce so the CRM reflects reality - Lead opportunity management and config in Salesforce for the customer success relevant components, including data hygiene, permissions, and workflows for renewal, account, and health data - Maintain the integrations feeding CS systems, including the data pipeline into health scoring and account provisioning as SPLs and CSMs join or leave - Help define playbooks for adoption, renewal, and expansion stages, and support segmentation logic for high-touch vs. tech-touch account treatment - Own the health score methodology and build renewal/expansion forecasting rollups for leadership, plus lightweight dashboard support for one-off CS reporting requests - Track adherence to the renewal timeline milestones (~ 90/60/30 days out) and escalate internally when a checkpoint is missed - Generate contract drafts including pricing, billing, and invoicing terms based on agreed terms, and route to Contracts and Finance for review and sign-off WHAT WE LOVE ABOUT YOU - 2-5 years of experience in renewals operations, deal desk, CS/sales operations, contracts coordination, or order management, ideally in a SaaS or subscription business - Proficiency with Salesforce administration; experience with Maxio, Linksquares, and DocuSign/e-signature is a strong plus - Comfortable reading and tracking contract terms without being the one negotiating them - Strong analytical skills and experience with reporting/BI tools like Sigma - Proven ability to manage multiple cross-functional threads — Legal, Finance, Sales, CS — simultaneously under deadline - Strong attention to detail and a clear, proactive communication style that resolves blockers without becoming one - Comfortable in a role with a seasonal rhythm, flexing into broader operational work as renewal volume ebbs and flows Binti is headquartered in San Francisco, California, and there is a strong preference for candidates based in the Bay Area to allow for in-person collaboration on our designated office days (Mondays and Thursdays). BENEFITS & PERKS - 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 https://nationalcasagal.org/ (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 At Binti, we celebrate having a diverse team and believe our differences make us stronger. Binti is proud to be an equal-opportunity workplace and is an equal-opportunity employer. We welcome all qualified applicants to apply without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, or protected Veteran status.