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

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

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, fun, and supportive team
Competitive salary: $90,000
130,000
Equity in a fast-growing startup
Health, vision, and dental benefits
Unlimited PTO
Annual professional development stipend
A high-impact role with plenty of room for growth, ownership, and creativity

Account Manager

Key skills