Account Manager

About the role

Barti is a venture-backed startup developing AI-driven software to modernize eye care practice management. We are looking for an early-stage Account Manager to own post-onboarding operations and drive revenue growth as we scale our customer base. In this capacity, you will serve as the primary strategic partner for our clients, ensuring they derive maximum value from our platform while laying the groundwork for sustainable expansion. The role requires a proactive mindset focused on building long-term relationships and identifying areas where our solutions can evolve to meet client needs. You will be instrumental in transitioning customers from initial implementation to a state of ongoing advocacy and loyalty. Success in this position will be defined by your ability to foster trust and act as a consultative advisor rather than just a vendor contact. You will own the narrative of growth for each account, aligning product usage with client business objectives. This position is critical for bridging the gap between delivery and long-term retention in our growing portfolio.

Key facts

What you'll do

• Manage the full lifecycle of client renewals and contract negotiations, ensuring terms align with client expectations and business goals.
• Track account health metrics like NPS and usage to mitigate churn and identify expansion opportunities through data-driven insights.
• Lead Quarterly Business Reviews to present usage data and performance reports to clients, highlighting ROI and future potential.
• Meet and exceed quotas for upsell and expansion revenue by uncovering new use cases and value areas within existing deployments.
• Develop and manage referral and reference programs that leverage satisfied clients to drive new business acquisition.
• Build and refine internal processes for the Account Management function to improve scalability and consistency of client interactions.
• Collaborate with Product and Engineering teams to relay customer feedback and resolve priority issues, acting as the voice of the client internally.
• Conduct product demos for expansion offerings, clearly articulating features and benefits to stakeholders across different departments.
• Own the strategic planning for each account, creating tailored roadmaps that align platform capabilities with client growth strategies.
• Identify risks early in the client lifecycle and implement mitigation plans to ensure continuity and satisfaction.
• Facilitate cross-functional communication to ensure implementation teams are aware of evolving client requirements and timelines.
• Analyze competitive landscape insights to position Barti's solutions effectively against alternative eye care management platforms.
• Mentor junior team members on best practices for client engagement and relationship building within the customer success organization.
• Utilize CRM tools to maintain accurate records of all client interactions, decisions, and upcoming touchpoints to ensure nothing falls through the cracks.

Requirements

• 2+ years of experience in renewal and upsell roles within a Customer Success or Account Management team, demonstrating a consistent ability to retain and grow accounts.
• Proven history of working in a fast-paced B2B startup environment, where agility and adaptability are essential for navigating frequent changes.
• Demonstrated ability to build processes from scratch in unstructured settings, establishing order and predictability where it previously did not exist.
• Track record of hitting quotas for upsell and renewal retention, showing a history of exceeding expectations and driving financial results.
• Proficiency in managing high-value accounts and navigating complex client relationships with multiple decision-makers and stakeholders.
• Strong project management skills to handle multiple accounts simultaneously, prioritizing tasks to meet deadlines and deliver outcomes.
• Experience with consultative selling techniques and the ability to align solutions with specific client pain points and strategic initiatives.
• Comfort working with data, metrics, and analytical tools to inform decisions and measure the success of account strategies over time.

Nice to have

• Experience overseeing customer onboarding and support functions to ensure a seamless transition from sales to implementation.

Skills & tools

• Customer Success platforms and operational tools for scalable upsell motions, including systems that support workflow automation and client engagement tracking.
• Data analysis for tracking account health and usage metrics, enabling the identification of trends, risks, and opportunities for growth.

Practical notes

• Benefits include health, vision, and dental coverage, unlimited PTO, and an annual professional development stipend.
• This position reports directly to the CEO.