Director of Customer Success

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Barti

Site WebLinkedInTous les Emplois

11 - 50 employés

☁️ SaaS

🤝 B2B

🤖 Intelligence artificielle

SaaS • B2B • Artificial Intelligence

<Barti> Barti est une plateforme de gestion de dossiers de santé électroniques (DSE) et de gestion de pratique, propulsée par l'IA, conçue spécifiquement pour les cabinets de soins oculaires, y compris les optométristes, les ophtalmologues et les opticiens. Elle regroupe la planification, la rédaction de dossiers assistée par IA (scribe), la messagerie, la facturation, la commande d'équipements optiques et de lentilles de contact, et l'accueil des patients dans un seul SaaS basé sur le cloud, afin de réduire les tâches administratives, d'améliorer l'efficacité des flux de travail et d'augmenter le temps passé avec les patients. Le produit met l'accent sur la sécurité conforme à la norme HIPAA, une haute disponibilité et l'intégration pour remplacer plusieurs systèmes disparates.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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