---
title: 'Lead Customer Success Manager at Binti'
canonical: 'https://feeny.ai/job/lead-customer-success-manager-binti-san-francisco-zjvpnmw2k1yf'
type: 'job'
last_seen: '2026-09-03'
---

# Lead Customer Success Manager at Binti

- **Company:** Binti
- **Location:** San Francisco, CA
- **Compensation:** $155k–$185k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-11
- **Last confirmed live:** 2026-09-03
- **Apply:** https://jobs.ashbyhq.com/binti/fff6d7b6-e026-43c2-893a-2afb7ece3d31

## Job 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.

Binti 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.

## OVERVIEW OF ROLE

The 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.

Beyond 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.

## 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

Please note that at this time, Binti is only able to accommodate candidates who are authorized to work in the US without sponsorship.

## 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 https://nationalcasagal.org/ (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

At 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.

## About Binti

## Company Overview
- **One-liner**: Binti builds modern software to help every child have a safe, loving, and stable family by transforming child welfare agency workflows.
- **Entity Type**: Private (raised over $60M in funding)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2016
- **Founders**: Gabe Kopley (Co-founder and CTO) and others (founder name not fully listed on public sources)

## Core Business
- Primary industry/industries: Child Welfare Technology, Government Software (SaaS), Social Services
- Target customers: B2G (Business-to-Government) – County and state child welfare agencies, as well as private foster/adoption agencies across the US.
- Mission or purpose statement: "We believe every child deserves the care and support of a loving family." Binti aims to help every child have a family by streamlining the foster/adoption process and moving child welfare upstream toward prevention.

## Products & Services
For each major offering:
- **CCWIS (Comprehensive Child Welfare Information System)**: A modular, configurable SaaS platform designed to meet federal requirements. Includes Intake, Investigations, Caregiver Licensing & Resource Management, Case Management, Placements, Family Finding, Eligibility & Payments, Service Referral Management & Prevention, Robust Federal Reporting, and a Bi-directional API.
- **Caregiver Licensing**: A mobile-friendly portal that helps agencies license more families, more quickly. Agencies report a 30% average increase in approved families.
- **Family Finding & Engagement**: A module to identify and engage a child’s kinship support network through robust search, record, and visualization features.
- **Service Referral Management & Prevention**: A closed-loop referral system that connects vulnerable families with community resources and providers to prevent crises.
- **Binti AI Package**: AI-powered tools including quick access to case information, automated form drafting based on audio recordings, and AI-powered form translation.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total Funding – Over $60M raised
- **Notable Investors/Partners**: Founders Fund, First Round Capital, Kapor Capital, Michael Dell, Lachy Groom [binti.com](https://binti.com/about/)
- **Growth Signals**: Partners with over 550 agencies across 37 states & DC, including 15 statewide systems, serving 49% of children in care nationwide. On average, agencies using Binti license 30% more families in 18% less time while saving 20–40% of social workers’ time. Over 110,000 families have been approved to foster/adopt using Binti, and over 12,000 social workers use it as their primary workspace [binti.com](https://binti.com/).

## Competitive Advantages
- **Deep Domain Expertise**: The platform is purpose-built for the complexities of child welfare, covering end-to-end workflows from prevention to placement.
- **Proven Scale & Adoption**: Used by 49% of children in care nationwide, providing a massive network effect and data advantage.
- **Award-Winning Support**: Maintains a 98% satisfaction rating with an average response time (from a real human) of under 13 seconds [binti.com](https://binti.com/).
- **Modular & Configurable**: Agencies can start with a quick win (e.g., licensing) and add modules over time, reducing implementation risk.
- **AI Integration**: The Binti AI Package is a clear differentiator, automating administrative tasks and saving social worker time.

## Strategic Focus
- **Moving Child Welfare Upstream**: Shifting from reactive intervention to proactive, relationship-centered support and prevention.
- **Expanding Statewide Partnerships**: Growing from 15 statewide implementations to more.
- **AI-Powered Efficiency**: Continuing to invest in AI to reduce paperwork and free up social workers for direct family support.
- **Product Expansion**: Adding more modules and capabilities to the CCWIS platform.

## Why Work Here
- **Mission-Driven Culture**: The company is deeply focused on social impact—helping every child have a family. Core values include "Put the child first," "Create love through empathy," and "Empower with information" [binti.com](https://binti.com/careers/).
- **Hybrid Work Policy**: Binti supports a combination of remote and hybrid colleagues. For those based in the Bay Area, they come into the office on Mondays and Thursdays (2 days a week) [builtin.com](https://builtin.com/company/binti).
- **Strong Engineering Culture**: The tech stack includes TypeScript, React, Terraform, Kubernetes, Figma, and GitHub. The team includes alumni from top companies like Stripe, Dropbox, Salesforce, and Amazon [linkedin.com](https://www.linkedin.com/company/binti).
- **Growth Trajectory**: With over $60M in funding, a growing team (84 employees as of mid-2026, +4% yearly growth), and 12 active job postings, the company is in a rapid growth phase [linkedin.com](https://www.linkedin.com/company/binti).
- **Impact at Scale**: Employees can directly see the impact of their work—helping over 110,000 families and 12,000 social workers.

## Sources
1. [Binti Homepage](https://binti.com/)
2. [Binti About Page](https://binti.com/about/)
3. [Binti Careers Page](https://binti.com/careers/)
4. [Binti LinkedIn Profile](https://www.linkedin.com/company/binti)
5. [Binti on Built In](https://builtin.com/company/binti)

## Other roles at Binti

- [Senior Product Manager, Family Finding & Engagement](https://feeny.ai/job/senior-product-manager-family-finding-engagement-binti-san-francisco-dyxbyvhz1014) — San Francisco, CA
- [Forward-Deployed Engineer](https://feeny.ai/job/forward-deployed-engineer-binti-san-francisco-69qpem9w2eyw) — San Francisco, CA
- [Customer Success Operations Specialist](https://feeny.ai/job/customer-success-operations-specialist-binti-san-francisco-vas3dasa5c13) — San Francisco, CA
- [Senior Product Designer](https://feeny.ai/job/senior-product-designer-binti-san-francisco-2jcw52py6z3r) — San Francisco, CA
- [Senior Product Manager, Licensing](https://feeny.ai/job/senior-product-manager-licensing-binti-san-francisco-fhp68sc3dbky) — San Francisco, CA
- [Staff/Principal Application Security Engineer](https://feeny.ai/job/staff-principal-application-security-engineer-binti-remote-3srs62147q7v)
- [Senior Full Stack Software Engineer](https://feeny.ai/job/senior-full-stack-software-engineer-binti-san-francisco-am8mapk849xa) — San Francisco, CA
- [Staff Full Stack Software Engineer](https://feeny.ai/job/staff-full-stack-software-engineer-binti-san-francisco-40bnvaqhy5ce) — San Francisco, CA
- [Engineering Manager/Senior Engineering Manager](https://feeny.ai/job/engineering-manager-senior-engineering-manager-binti-san-francisco-1cfaa5b1yf3y) — San Francisco, CA
- [Enterprise Engagement Lead](https://feeny.ai/job/enterprise-engagement-lead-binti-san-francisco-2amwekz47fev) — San Francisco, CA