Director of Customer Success

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We recently raised our Series A and are growing quickly as hundreds of practices adopt Barti to replace outdated legacy systems.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

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.

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

• 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