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Binti builds software for state and county government agencies focused on reinventing social services, starting with child welfare. The company has helped approve over 100,000 families to foster or adopt and supports 49% of the nation's child welfare system. As a mission-driven, for-profit company backed by Founders Fund, First Round Capital, and Kapor Capital, Binti is expanding its product offerings and now entering adjacent social services areas.
The Senior Customer Success Manager will serve as a trusted senior point of contact for Binti's highest-complexity public and private agency accounts, partnering with Strategic Partnership Leads to own Super Enterprise and Enterprise accounts. You will lead Executive Business Reviews independently, manage account strategy, and drive relationship management with program staff and executive stakeholders.
Key responsibilities include owning the relationship for high-complexity accounts; leading Executive Business Reviews with prepared data and narrative; taking ownership of highest-risk and highest-visibility escalations; mentoring and coaching other CSMs on account strategy, negotiation, and executive communication; contributing to Customer Success playbooks and enablement materials; identifying complex account expansion opportunities; managing contract renewal cycles with customer-specific strategies; and owning success metrics including customer satisfaction, NPS, renewals, account growth, and churn.
You will assess account health across your portfolio, identify retention and growth strategies, and execute them with minimal oversight. You'll partner directly with customers and cross-functional Binti teams to refine workflows and optimize templates. You may lead data cleanup or workflow optimization initiatives, identify and drive complex upsells, and take on team-facing initiatives such as mentoring newer CSMs or leading playbook improvements.
Required qualifications include 5+ years in Account/Customer Success Management, Technical or Sales Account Management, or related roles in dynamic technology companies, and/or equivalent experience in child welfare (adoption, foster care, casework, social work). You must have demonstrated experience managing highest-complexity or highest-revenue accounts, owning Executive Business Reviews independently, and driving revenue through retention and expansion. You need proven experience interacting with and influencing C-level executives, mentoring or informally leading team members, and excellent communication and presentation skills across audiences. Strong analytical, problem-solving, and situational awareness skills are essential, along with a solution-oriented mindset for complex customer issues and openness to feedback.
