{"id":722881,"url":"https://alion.io/job/binti-lead-customer-success-manager","title":"Lead Customer Success Manager","company":{"id":669312,"name":"Binti","domain":"binti.com","url":"https://alion.io/company/binti","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":10,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":155000,"max":185000,"currency":"USD","period":"year","gross":null,"usd_annual":185000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-11T01:04:20Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-11-04T23:01:07Z","board_verified":true,"closed_at":null,"days_open":85,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":85},"description":"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.\nBinti 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.\nOVERVIEW OF ROLE\nThe 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.\nBeyond 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.\nWHAT YOU WILL DO\nOwn the relationship for Binti's high-complexity Super Enterprise and Enterprise accounts, partnering with Strategic Partnership Leads to drive account strategy\n\nLead Executive Business Reviews independently for your accounts, including preparing the data and narrative\n\nTake ownership of the highest-risk and highest-visibility escalations across the team - and drive them to resolution\n\nMentor and coach other CSMs, sharing account strategy, negotiation, and executive-communication skills\n\nContribute directly to Customer Success playbooks, processes, and enablement materials, helping define how the team operates\n\nIdentify complex account expansion opportunities - additional users, additional modules, new sub-agencies - in collaboration with SPLs\n\nManage contract renewal cycles for your accounts, helping negotiate and close renewals with a customer-by-customer strategy\n\nOwn 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\n\nSAMPLE PROJECTS\nLead Executive Business Reviews (EBRs) independently, on a predetermined cadence, for your portfolio of Super Enterprise and Enterprise accounts\n\nAssess account health across your book, identify retention and growth strategies, and execute them without needing significant oversight\n\nPartner directly with customers and cross-functional Binti teams to refine and improve workflows, optimizing templates as requirements change\n\nLead a data cleanup or workflow optimization initiative for a customer, coordinating across Binti teams to execute it\n\nIdentify and drive complex upsell opportunities in collaboration with SPLs and other Binti teams\n\nTake 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\n\nWHO YOU ARE/WHAT WE LOVE ABOUT YOU\n5+ 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)\n\nDemonstrated experience managing the highest-complexity or highest-revenue accounts in a portfolio, including experience owning Executive Business Reviews independently\n\nDemonstrated 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\n\nProven experience interacting with and influencing C-level executives\n\nExperience mentoring, coaching, or informally leading other team members, even without formal management authority\n\nExcellent communication and presentation skills, from small working sessions to large executive audiences\n\nAbility to lead, manage, or influence both internal Binti and customer resources to achieve successful outcomes, including in ambiguous or high-stakes situations\n\nInsatiably curious: seeks to learn and gather information with a default openness to positive and critical feedback\n\nStrong analytical, problem-solving, and dot-connecting skills, with the ability to develop quick, accurate situational awareness on accounts you didn't build\n\nA solution-oriented mindset for understanding and solving complex customer issues, including ones without a clear precedent\n\nPlease note that at this time, Binti is only able to accommodate candidates who are authorized to work in the US without sponsorship.\nFinal selected candidates who receive a conditional offer of employment may be required to undergo a background and reference check, which could include verification of employment and education, criminal history review, and, where applicable, fingerprinting.\nBENEFITS & PERKS\nAn above-market compensation package (salary + equity)\n\nExcellent medical, dental, vision, and life insurance - 99% of insurance premiums covered for you + your dependents\n\nFlexible vacation time to promote a healthy work-life blend\n\n13 paid holidays; 11 federally observed holidays (including Juneteenth), plus Election Day and the day after Thanksgiving\n\n16 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infant\n\nSick/mental health time separate from vacation days (accrue up to a cap of 80 hours)\n\n4 weeks of sabbatical after 4 years of service at the company\n\n401k, Commuter benefits, FSA, and DCFSA\n\n$5,000 annual bonus for employees who volunteer as a CASA (court-appointed special advocates)\n\n$2,500 annual reimbursement for ongoing learning and development, with opportunities to attend trainings/conferences, on-site speaker series, and lunch and learns\n\n$300 reimbursement for initial office setup\n\n$50 a month effective work reimbursement to cover internet, electricity, office setup costs, or lunch/snacks with coworkers\n\nPaid jury duty\n\nAt Binti, we celebrate having a diverse team and believe our differences make us stronger. Binti is proud to be an equal-opportunity workplace and is an equal-opportunity employer. We welcome all qualified applicants to apply without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, or protected Veteran status.","description_format":"text","description_chars":7192,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government"],"lifecycle":[{"event":"open","at":"2026-09-11T07:36:35Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.4,"p_room":0.28,"age_days":85,"expected_fill_days":31,"reasons":["conf:2","stale_co","win:tail","crowd:"],"computed_at":"2026-11-04T06:34:25Z"},"pay":{"stated_usd_annual":185000,"is_top_pay":true},"html_url":"https://alion.io/job/binti-lead-customer-success-manager","json_url":"https://alion.io/job/binti-lead-customer-success-manager.json","meta":{"generated_at":"2026-11-04T23:12:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":68,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":669312},"rest":"https://alion.io/mcp/rest/get_company?id=669312"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbinti-lead-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbinti-lead-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbinti-lead-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/binti-lead-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbinti-lead-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":722881}},{"tool":"search_jobs","arguments":{"company":"binti.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":722881},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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