Note: The job is a remote job and is open to candidates in USA. Barti is a venture-backed startup on a mission to revolutionize eye care by developing AI-powered software for practice management. The Account Manager will oversee post-onboarding functions, including account management, renewals, and expansion, while building processes to support the customer success operation.
Responsibilities
- Managing the renewals process and contract negotiations with clients
- Regularly monitoring customer health, usage, and sentiment to manage churn risks early
- Hosting Quarterly Business Reviews and presenting status/usage reporting to clients, as well as internal and external stakeholders
- Consistently selling customers on expansions to longer-term deals
- Consistently hitting quota for upsell/expansion revenue
- Creating and running referral & reference programs
- Improving internal processes between CS, Sales, Product, and Engineering
- Oversee retention, renewals, and expansion for Barti’s entire book of business
- Proactively track account health metrics, including NPS and usage, to proactively identify deals that are qualified for expansion
- Run demos of expansion products
- Shadow calls with AMs to introduce expansion opportunities, as well as provide guidance and coaching
- Implement or manage new Customer Success systems that facilitate expansion
- Work with the Product and Engineering teams to incorporate customer feedback into the roadmap and drive prompt resolutions on priority issues
Skills
- 2+ years of renewal and upsell experience in a Customer Success or Account Management function
- Experience in a fast-paced, B2B startup environment with a track record of building process in new, unstructured environments
- Experience handling Customer Success or Account Management KPIs, namely showing consistent quota attainment across upsell and renewal retention
- Awareness of tools and technology that enable a scalable, yet high-touch upsell motion
- Exceptional relationship-building skills and the ability to manage retention of high-value accounts
- Ability to prioritize and effectively escalate issues as needed when blocking client renewals, expansion, or advocacy
- Ability to project manage multiple customers in an organized fashion
- Experience overseeing onboarding and support is a plus
Benefits
- Equity in a fast-growing startup
- Health, vision, and dental benefits
- Unlimited PTO
- Annual professional development stipend
Company Overview