Customer Success Operations Specialist

Customer Success Operations SpecialistBinti is seeking an analytical and detail-oriented Customer Success Operations Specialist to join our Customer Success team. This role will report to the Head of Customer Strategy & Engagement and 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 customer's commitment—coordinating directly with Contracts and Finance to get agreements signed, invoiced, and accurately reflected in Salesforce—while 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.You'll join a thoughtful, mission-driven team that values trust, autonomy, and continuous improvement as we scale Binti's 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 DoOwn the master tracking of the full renewal book, proactively flagging upcoming renewals to Strategic Partnership Leads well before they're urgentServe as the point of contact an SPL notifies the moment they secure a verbal or contractual commitment, capturing deal terms directly at handoffLiaise directly with Contracts on paperwork and Finance on pricing, billing, and invoicing to turn agreed terms into what actually goes to the customerFollow up with customers and internal teams until contracts are fully executed and invoices are confirmed correct, then update Salesforce so the CRM reflects realityLead opportunity management and config in Salesforce for the customer success relevant components, including data hygiene, permissions, and workflows for renewal, account, and health dataMaintain the integrations feeding CS systems, including the data pipeline into health scoring and account provisioning as SPLs and CSMs join or leaveHelp define playbooks for adoption, renewal, and expansion stages, and support segmentation logic for high-touch vs. tech-touch account treatmentOwn the health score methodology and build renewal/expansion forecasting rollups for leadership, plus lightweight dashboard support for one-off CS reporting requestsTrack adherence to the renewal timeline milestones (~ 90/60/30 days out) and escalate internally when a checkpoint is missedGenerate contract drafts including pricing, billing, and invoicing terms based on agreed terms, and route to Contracts and Finance for review and sign-offWhat We Love About You2-5 years of experience in renewals operations, deal desk, CS/sales operations, contracts coordination, or order management, ideally in a SaaS or subscription businessProficiency with Salesforce administration; experience with Maxio, Linksquares, and DocuSign/e-signature is a strong plusComfortable reading and tracking contract terms without being the one negotiating themStrong analytical skills and experience with reporting/BI tools like SigmaProven ability to manage multiple cross-functional threads — Legal, Finance, Sales, CS — simultaneously under deadlineStrong attention to detail and a clear, proactive communication style that resolves blockers without becoming oneComfortable in a role with a seasonal rhythm, flexing into broader operational work as renewal volume ebbs and flowsBinti 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).Please note that at this time, Binti is only able to accommodate candidates who are authorized to work in the US without sponsorship.Benefits & PerksAn above-market compensation package (salary + equity)Excellent medical, dental, vision, and life insurance - 99% of insurance premiums covered for you + your dependentsFlexible vacation time to promote a healthy work-life blend13 paid holidays; 11 federally observed holidays (including Juneteenth), plus Election Day and the day after Thanksgiving16 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infantSick/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 company401k, Commuter benefits, FSA, and DCFSA$5,000 annual bonus for employees who volunteer as a CASA (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 coworkersPaid jury dutyAt 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.