Director of Customer Success

About Barti

Barti 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We recently raised our Series A and are growing quickly as hundreds of practices adopt Barti to replace outdated legacy systems.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 Role

As 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.

Responsibilities

Your 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 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

Qualifications

• 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

Perks & 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

  Barti 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.