Senior Customer Success Manager, Binti
$155-185k
+ Equity
SaaS solutions for child welfare agencies
Posted today
SaaS solutions for child welfare agencies
101-200 employees
Posted today
$155-185k
+ Equity
101-200 employees
Company mission
Binti’s mission is to reinvent child welfare through software with the goal of helping every child to have a family.
Role
Who you are
- 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
What the job involves
- The 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
- 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
Our take
In the US there are almost half a million children in foster care, and around a quarter of those are still waiting to be adopted. Connecting children with the right families, all of whom need to be thoroughly checked before approval, is a long and labor-heavy process involving huge volumes of paperwork.
Binti is aiming to reinvent child welfare by partnering with county and state governments and private social work firms. The company provides them with modern software to speed up and increase approval volumes while still maintaining high standards.
The company has grown quickly since launching in 2017 and struck partnerships with the likes of the Los Angeles County Department of Children and Family Services, & NYC Children’s Services. The company is showing no signs of slowing down, having concluded a major fundraise to expand further across the US in 2021.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jun 2026
$6m
LATE VC
Aug 2021
$45m
SERIES B
Total funding: $51m
Company benefits
- 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, targeting 20 days/year
- 16 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infant
- 13 paid holidays; 11 Federally observed holidays (including Juneteenth), plus the day after Thanksgiving and Election Day
- Sick/Mental Health time separate from vacation days (72 hours)
- 4 weeks of sabbatical after 4 years of service at the company
- 401(k) with 100% match of contributions up to 4% of your annual salary
- Commuter benefits, FSA, and DCSA with administration paid for
- $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
- $1,000 reimbursement for virtual home office setup
- $100/month remote work stipend to cover internet, electricity, or home office setup costs, or $250/month for a co-working space
- Weekly reimbursement for lunch with coworkers - virtually or at our Oakland office
- Paid Jury Duty
- Remote work friendly
Company HQ
Downtown, Oakland, CA
Leadership
Felicia Curcuru
(Co-Founder & CEO)Former Engagement Manager at McKinsey. Also served as Director of Business Development and VP User Experience at online venture capital platform, FundersClub.
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