Lead Customer Success Manager

The role

The Lead Customer Success Manager serves as a senior point of contact for high-complexity public and private agency accounts. This person will own account strategy, lead Executive Business Reviews, and mentor other CSMs.

What you will do

• Own the relationship for high-complexity Super Enterprise and Enterprise accounts
• Lead Executive Business Reviews independently
• Take ownership of highest-risk and highest-visibility escalations
• Mentor and coach other CSMs
• Contribute to Customer Success playbooks, processes, and enablement materials
• Identify complex account expansion opportunities
• Manage contract renewal cycles
• Own success metrics including customer satisfaction, NPS, renewals, account growth, and churn

Required qualifications

• 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 ch
• 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
• Proven experience interacting with and influencing C-level executives
• Experience mentoring, coaching, or informally leading other team members
• Excellent communication and presentation skills
• Ability to lead, manage, or influence both internal Binti and customer resources
• Strong analytical, problem-solving, and dot-connecting skills
• A solution-oriented mindset

Benefits

• Above-market compensation package (salary + equity)
• Medical, dental, vision, and life insurance with 99% of premiums covered for employee and dependents
• Flexible vacation time
• 13 paid holidays
• 16 weeks of paid parental bonding leave
• Sick/mental health time (accrue up to 80 hours)
• 4 weeks of sabbatical after 4 years of service
• 401k
• Commuter benefits
• FSA and DCFSA
• $5,000 annual bonus for employees who volunteer as a CASA
• $2,500 annual reimbursement for ongoing learning and development

Before you apply

• Must be authorized to work in the US without sponsorship
• May be required to undergo a background and reference check including verification of employment and education, criminal history review, and fingerprinting

About the company

Binti is a for-profit, mission-driven software company based in San Francisco, CA. The company builds software for state and county government agencies to reinvent social services.