Lead Customer Success Manager

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 ROLE The mission of the Lead Customer Success Manager 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. Lead 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, Lead 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. WHAT YOU WILL DO - 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 WHO YOU ARE/WHAT WE LOVE ABOUT YOU - 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 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.