Senior Customer Success Manager

Binti, Inc.

Senior Customer Success Manager guiding complex public and private agency accounts for Binti, a social-services software company. Leading executive reviews, renewals, expansions, escalations, and CSM mentorship.

Posted 8/11/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $155,000 - $185,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Account Management and Customer Success, with a strong focus on managing high-complexity accounts, driving revenue through retention and expansion, and leading Executive Business Reviews. Proven ability to mentor team members and influence C-level executives while optimizing customer workflows and satisfaction metrics.

Highest-signal resume keywords

Account ManagementCustomer Success ManagementExecutive Business ReviewsRevenue Retention and ExpansionMentoring and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account StrategyData AnalysisContract NegotiationCustomer Satisfaction MetricsWorkflow Optimization

Soft Skills

Excellent CommunicationProblem-SolvingInfluencing SkillsSituational AwarenessSolution-Oriented Approach

Industry Keywords

Child WelfarePublic Agency AccountsPrivate Agency AccountsCustomer Success PlaybooksHigh-Stakes Situations

About the role

Key responsibilities & impact

Serve as a senior, trusted point of contact for program staff and executive stakeholders across Binti’s highest-complexity public and private agency accounts
Partner with Strategic Partnership Leads to own Super Enterprise and Enterprise accounts, leading Executive Business Reviews, account strategy, and relationship management
Lead Executive Business Reviews independently, including preparing the data and narrative
Own the highest-risk and highest-visibility escalations across the team and drive them to resolution
Mentor and coach other CSMs
Contribute to Customer Success playbooks, processes, and enablement materials
Identify complex account expansion opportunities in collaboration with Strategic Partnership Leads
Manage contract renewal cycles, helping negotiate and close renewals with customer-by-customer strategies
Own customer satisfaction, NPS, renewals, account growth, and churn metrics for the book of business
Assess account health and execute retention and growth strategies
Partner with customers and cross-functional teams to refine workflows and optimize templates
Lead customer data cleanup or workflow optimization initiatives
Drive complex upsell opportunities
Lead recurring team-facing initiatives such as mentoring, process improvement, or enablement content

Requirements

What you’ll need

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
Demonstrated experience managing the highest-complexity or highest-revenue accounts in a portfolio
Experience owning Executive Business Reviews independently
Demonstrated history of driving revenue through retention and expansion of existing accounts
Experience with complex or multi-stakeholder renewals or expansions
Proven experience interacting with and influencing C-level executives
Experience mentoring, coaching, or informally leading team members without formal management authority
Excellent communication and presentation skills
Ability to lead, manage, or influence internal Binti and customer resources in ambiguous or high-stakes situations
Strong analytical, problem-solving, and dot-connecting skills
Ability to develop quick, accurate situational awareness on accounts
Solution-oriented approach to complex customer issues
Must be authorized to work in the United States

Benefits

Comp & 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 (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