Account Manager

Barti

31d • $90,000 - $130,000 • Remote

About The Position

As an Account Manager at Barti, you will oversee all post-onboarding functions of the CS operation, including account management, renewals, expansion, and referrals. Your main responsibilities will include:
Managing the renewals process and contract negotiations with clients
Regularly monitoring customer health, usage, and sentiment to manage churn risks early
Hosting Quarterly Business Reviews and presenting status/usage reporting to clients, as well as internal and external stakeholders
Consistently selling customers on expansions to longer-term deals
Consistently hitting quota for upsell/expansion revenue
Creating and running referral & reference programs
Improving internal processes between CS, Sales, Product, and Engineering
This role reports directly to the CEO, but has constant touch points with other department leaders. As one of the initial persons in the AM role at Barti, you will also be responsible for building out the processes and operational systems to support your function.
Day to day, you will:
Oversee retention, renewals, and expansion for Barti’s entire book of business
Proactively track account health metrics, including NPS and usage, to proactively identify deals that are qualified for expansion
Run demos of expansion products
Shadow calls with AMs to introduce expansion opportunities, as well as provide guidance and coaching
Implement or manage new Customer Success systems that facilitate expansion
Work with the Product and Engineering teams to incorporate customer feedback into the roadmap and drive prompt resolutions on priority issues

Requirements

• 2+ years of renewal and upsell experience in a Customer Success or Account Management function
• Experience in a fast-paced, B2B startup environment with a track record of building process in new, unstructured environments
• Experience handling Customer Success or Account Management KPIs, namely showing consistent quota attainment across upsell and renewal retention
• Awareness of tools and technology that enable a scalable, yet high-touch upsell motion
• Exceptional relationship-building skills and the ability to manage retention of high-value accounts
• Ability to prioritize and effectively escalate issues as needed when blocking client renewals, expansion, or advocacy
• Ability to project manage multiple customers in an organized fashion

Nice To Haves

• Experience overseeing onboarding and support is a plus

Responsibilities

• Managing the renewals process and contract negotiations with clients
• Regularly monitoring customer health, usage, and sentiment to manage churn risks early
• Hosting Quarterly Business Reviews and presenting status/usage reporting to clients, as well as internal and external stakeholders
• Consistently selling customers on expansions to longer-term deals
• Consistently hitting quota for upsell/expansion revenue
• Creating and running referral & reference programs
• Improving internal processes between CS, Sales, Product, and Engineering
• Oversee retention, renewals, and expansion for Barti’s entire book of business
• Proactively track account health metrics, including NPS and usage, to proactively identify deals that are qualified for expansion
• Run demos of expansion products
• Shadow calls with AMs to introduce expansion opportunities, as well as provide guidance and coaching
• Implement or manage new Customer Success systems that facilitate expansion
• Work with the Product and Engineering teams to incorporate customer feedback into the roadmap and drive prompt resolutions on priority issues

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, fun, and supportive team
• Competitive salary: $90,000 - 130,000
• Equity in a fast-growing startup
• Health, vision, and dental benefits
• Unlimited PTO
• Annual professional development stipend
• A high-impact role with plenty of room for growth, ownership, and creativity

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees