OVERVIEW OF ROLEThe mission of the Senior Customer Success Manager (Senior CSM) 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. Senior 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, Senior 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 (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
