Senior Enterprise Customer Success Manager

Binti; San Francisco, Northern (CA, KY); Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Above-market comp

Medical insurance

Flexible vacation

Paid holidays

Parental leave

Sick/mental health time

Sabbatical

401k & benefits

Volunteer CASA bonus

Learning & development allowance

Home office stipend

Internet stipend

Paid jury duty

Job summary

Binti in San Francisco is seeking a Lead Customer Success Manager to serve as a senior, trusted contact for program staff and executive stakeholders across high-complexity public and private accounts. You will partner with Strategic Partnership Leads to own Super Enterprise and Enterprise accounts.

You will mentor other CSMs, contribute to playbooks and processes, and drive account strategy, renewals, and expansions while maintaining strong executive relationships.

Qualifications

• 5+ years of experience in Account/Customer Success Management or related role.
• Experience managing the highest-complexity or highest-revenue accounts.
• Proven track record driving revenue through retention and expansion.
• Experience interacting with and influencing C-level executives.
• Excellent communication and presentation skills.
• Ability to lead internal resources across ambiguous/high-stakes situations.
• Curiosity and strong analytical and problem-solving skills.

Responsibilities

• 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

Skills

Account/Customer Success Management

Executive communication

Mentoring / coaching

Relationship management

Negotiation

Cross-functional collaboration

Data-driven / analytical thinking

Problem solving

Job description

Binti in San Francisco is seeking a Lead Customer Success Manager to serve as a senior, trusted contact for program staff and executive stakeholders across high-complexity public and private accounts. You will partner with Strategic Partnership Leads to own Super Enterprise and Enterprise accounts.

You will mentor other CSMs, contribute to playbooks and processes, and drive account strategy, renewals, and expansions while maintaining strong executive relationships.