Customer Success Operations Specialist

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 roll…