Director of Customer Success

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Barti

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

☁️ SaaS

🤝 B2B

🤖 Künstliche Intelligenz

SaaS • B2B • Artificial Intelligence

<Barti> Barti ist eine KI-gestützte elektronische Gesundheitsakte (EHR) und Praxismanagement-Plattform, die speziell für Augenpflegepraxen entwickelt wurde, einschließlich Optometristen, Augenärzten und Optikern. Sie vereint Terminplanung, KI-unterstütztes Charting (Scribe), Nachrichtenübermittlung, Abrechnung, Bestellung von Brillen und Kontaktlinsen sowie die Patientenaufnahme in einer einzigen cloud-basierten SaaS, um administrative Klicks zu reduzieren, die Workflow-Effizienz zu verbessern und mehr Zeit für die Patientenpflege zu ermöglichen. Das Produkt legt großen Wert auf HIPAA-konforme Sicherheit, hohe Verfügbarkeit und Integration, um mehrere unterschiedliche Systeme zu ersetzen.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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