Barti

Director of Customer Success

Barti

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $160,000 - $200,000 per year

Job Level

Lead

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success strategyonboardingaccount managementcustomer health frameworksNPSdata analysisretentionexpansionupsellingperformance management
Soft Skills
leadershipcoachingcommunicationinfluencingstrategic thinkingproblem-solvingteam developmentcross-functional collaborationownershipadaptability