Director of Customer Success (CS)

Barti

5d • $160,000 - $200,000 • Remote

About The Position

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.

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)

Nice To Haves

• Familiarity with onboarding, support, or technical customer interactions is a plus

Responsibilities

• 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

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

What This Job Offers

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