Customer Success Operations Specialist

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 weve helped approve more than 100000 families to foster or adopt and we support over 49% of the nations 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. Were 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 THE ROLE

Binti is seeking an analytical and detail-oriented Customer Success Operations Specialist to join our Customer Success team. This role is ideal for a process-minded professional with a background in renewals contracts or sales/Customer Success operations who is ready to bring their expertise to a fast-paced mission-driven environment. As a Customer Success Operations Specialist you will own the renewal process end to end once a Strategic Partnership Lead secures a customers commitmentcoordinating directly with Contracts and Finance to get agreements signed invoiced and accurately reflected in Salesforcewhile also maintaining the broader systems and data that Customer Success runs on day to day.

Beyond these core responsibilities the Customer Success Operations Specialist will play a pivotal role in shaping how Customer Success measures and reports on itself from health scoring methodology to renewal and expansion forecasting. Your operational rigor and eye for process improvement will directly influence how effectively our Strategic Partnership Leads and Customer Success Managers can support the agencies and families we serve. This role offers a unique opportunity to blend hands-on renewal execution with broader operational strategy across Customer Success.

Youll join a thoughtful mission-driven team that values trust autonomy and continuous improvement as we scale Bintis impact nationwide. This is a newly created unique opportunity to build the operational foundation for how Customer Success tracks reports on and executes its most critical processes.

WHAT YOU WILL DO

• Own the master tracking of the full renewal book proactively flagging upcoming renewals to Strategic Partnership Leads well before theyre urgent

• Serve as the point of contact an SPL notifies the moment they secure a verbal or contractual commitment capturing deal terms directly at handoff

• Liaise directly with Contracts on paperwork and Finance on pricing billing and invoicing to turn agreed terms into what actually goes to the customer

• Follow up with customers and internal teams until contracts are fully executed and invoices are confirmed correct then update Salesforce so the CRM reflects reality

• Lead opportunity management and config in Salesforce for the customer success relevant components including data hygiene permissions and workflows for renewal account and health data

• Maintain the integrations feeding CS systems including the data pipeline into health scoring and account provisioning as SPLs and CSMs join or leave

• Help define playbooks for adoption renewal and expansion stages and support segmentation logic for high-touch vs. tech-touch account treatment

• Own the health score methodology and build renewal/expansion forecasting rollups for leadership plus lightweight dashboard support for one-off CS reporting requests

• Track adherence to the renewal timeline milestones ( 90/60/30 days out) and escalate internally when a checkpoint is missed

• Generate contract drafts including pricing billing and invoicing terms based on agreed terms and route to Contracts and Finance for review and sign-off

WHAT WE LOVE ABOUT YOU

• 2-5 years of experience in renewals operations deal desk CS/sales operations contracts coordination or order management ideally in a SaaS or subscription business

• Proficiency with Salesforce administration; experience with Maxio Linksquares and DocuSign/e-signature is a strong plus

• Comfortable reading and tracking contract terms without being the one negotiating them

• Strong analytical skills and experience with reporting/BI tools like Sigma

• Proven ability to manage multiple cross-functional threads Legal Finance Sales CS simultaneously under deadline

• Strong attention to detail and a clear proactive communication style that resolves blockers without becoming one

• Comfortable in a role with a seasonal rhythm flexing into broader operational work as renewal volume ebbs and flows

Binti is headquartered in San Francisco California and there is a strong preference for candidates based in the Bay Area to allow for in-person collaboration on our designated office days (Mondays and Thursdays).

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

• $5000 annual bonus for employees who volunteer as a CASA (court-appointed special advocates)

• $2500 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.

Required Experience:

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