Lead Customer Success Manager

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 rol…