Director of Customer Success

About BartiBarti is a venture-backed startup on a mission to revolutionize eye care. We’re building AI-powered software that transforms how practices document care, run their operations, and serve patients. Our goal is to create exceptional user experiences that allow providers to stay focused on delivering high-quality care.We recently raised our Series A and are growing quickly as hundreds of practices adopt Barti to replace outdated legacy systems. It’s an exciting time to join as we expand into new areas of eye care and continue shaping the future of practice management.About the RoleAs the Director of Customer Success at Barti, you will lead and scale all post-sale functions across the customer lifecycle, including onboarding, support, account management, retention, expansion, and advocacy.This is a highly cross-functional leadership role with direct ownership over net revenue retention and the overall customer experience. You will manage and develop a growing Customer Success team while working closely with Product, Engineering, Sales, and company leadership.This role reports directly to the CEO.ResponsibilitiesYour primary responsibility is driving strong net revenue retention across the customer base. To do this, you will:Own and evolve the end-to-end Customer Success strategy across onboarding, support, account management, retention, and expansionLead and develop a team of Implementation Managers, Account Managers, and Customer Support Reps, including hiring, coaching, and performance managementImprove onboarding to reduce time to value and increase launch success ratesEstablish clear customer health frameworks (NPS, usage, engagement) to proactively identify churn risk and expansion opportunitiesDrive expansion through upsells and longer-term contractsBuild and scale referral, reference, and advocacy programsAct as an executive point of contact for complex customer situations, including escalations and strategic accountsPartner with Product and Engineering to incorporate customer feedback into the roadmap and improve product outcomesImprove internal processes across Customer Success, Sales, Product, and Engineering to support scaleImplement and manage systems and tools that enable a high-quality, scalable Customer Success operationQualifications5+ years of experience leading a Customer Success function in B2B softwareExperience in a fast-paced, early-stage startup environmentProven track record of building and scaling processes in ambiguous environmentsExperience managing and developing high-performing teamsStrong ownership of retention, expansion, or revenue-related KPIsAbility to operate at both a strategic and hands-on levelStrong communication skills with the ability to influence cross-functional stakeholdersExperience using data to inform decisions (Excel or similar tools)Familiarity with onboarding, support, or technical customer interactions is a plusPerks & BenefitsBe part of a mission-driven, rapidly scaling company changing the future of eye careWork remotely from anywhere in the U.S.Collaborate with a passionate and supportive teamCompetitive salary: $160,000 to $200,000Equity in a fast-growing startupHealth, vision, and dental benefitsUnlimited PTOAnnual professional development stipendA high-impact role with room for growth, ownership, and creativityBarti is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and encourage applications from all qualified individuals regardless of race, color, religion, gender, sexual orientation, gender identity, age, national origin, marital status, disability, or veteran status.