Customer Success Operations Specialist
Overview
You own the full renewal process for Binti's government software, from contract handoff to invoicing, while maintaining the systems that run Customer Success. Binti builds child welfare software used by agencies across 49% of U.S. states, supporting over 100,000 foster and adoption approvals. You join a Customer Success team of ~90 mission-driven professionals, working with Salesforce, Metabase, and Sigma. This role blends hands-on deal execution with operational strategy, shaping how Binti measures health and forecasts renewals. You'll build the operational foundation for scaling impact nationwide.
What You'll Do9
- 1Own master tracking of the full renewal book, flagging upcoming renewals to Strategic Partnership Leads early.
- 2Capture deal terms at handoff from SPLs, coordinating with Contracts and Finance to finalize agreements.
- 3Manage contract execution and invoice accuracy, updating Salesforce to reflect real-time status.
- 4Lead Salesforce opportunity management and config for CS components, including data hygiene and permissions.
- 5Maintain integrations feeding CS systems, including health scoring and account provisioning.
- 6Define playbooks for adoption, renewal, and expansion, and support segmentation logic.
- 7Own health score methodology and build renewal/expansion forecasting rollups for leadership.
- 8Track adherence to renewal timeline milestones (~90/60/30 days) and escalate missed checkpoints.
- 9Generate contract drafts with pricing and billing terms, routing for legal and finance review.
Requirements7
- 12-5 years in renewals operations, deal desk, CS/sales ops, contracts, or order management, ideally in SaaS.
- 2Salesforce administration proficiency; Maxio, Linksquares, DocuSign experience a plus.
- 3Skilled at reading and tracking contract terms without negotiating them.
- 4Strong analytical skills with Metabase or Sigma reporting.
- 5Proven ability to manage cross-functional threads: Legal, Finance, Sales, CS, under deadline.
- 6High attention to detail with proactive communication to resolve blockers.
- 7Comfortable with seasonal work, flexing into broader operational tasks as renewal volume changes.
Salary Insight
$100 - $165k per year
Location
Required Skills
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