Director of Customer Success
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Job Description
Director of Customer Success leading post-sale functions for Barti, an AI-powered healthcare startup. Managing Customer Success strategies and team development to drive net revenue retention.
Responsibilities:
- Own and evolve the end-to-end Customer Success strategy across onboarding, support, account management, retention, and expansion
- Lead and develop a team of Implementation Managers, Account Managers, and Customer Support Reps, including hiring, coaching, and performance management
- Improve onboarding to reduce time to value and increase launch success rates
- Establish clear customer health frameworks (NPS, usage, engagement) to proactively identify churn risk and expansion opportunities
- Drive expansion through upsells and longer-term contracts
- Build and scale referral, reference, and advocacy programs
- Act as an executive point of contact for complex customer situations, including escalations and strategic accounts
- Partner with Product and Engineering to incorporate customer feedback into the roadmap and improve product outcomes
- Improve internal processes across Customer Success, Sales, Product, and Engineering to support scale
- Implement and manage systems and tools that enable a high-quality, scalable Customer Success operation
Requirements:
- 5+ years of experience leading a Customer Success function in B2B software
- Experience in a fast-paced, early-stage startup environment
- Proven track record of building and scaling processes in ambiguous environments
- Experience managing and developing high-performing teams
- Strong ownership of retention, expansion, or revenue-related KPIs
- Ability to operate at both a strategic and hands-on level
- Strong communication skills with the ability to influence cross-functional stakeholders
- Experience using data to inform decisions (Excel or similar tools)
- Familiarity with onboarding, support, or technical customer interactions is a plus
Benefits:
- Be part of a mission-driven, rapidly scaling company changing the future of eye care
- Work remotely from anywhere in the U.S.
- Collaborate with a passionate and supportive team
- Competitive salary: $160,000 to $200,000
- Equity in a fast-growing startup
- Health, vision, and dental benefits
- Unlimited PTO
- Annual professional development stipend
- A high-impact role with room for growth, ownership, and creativity
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