Director of Customer Success (CS)
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We recently raised our Series A and are growing quickly as hundreds of practices adopt Barti to replace outdated legacy systems.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.