Head of Customer Growth & Retention

Role Overview

The Head of Customer Growth & Retention will lead Bask Health’s post-sale customer growth strategy, strengthen customer retention, and develop scalable processes for expanding existing customer relationships.

What You Will Do

You’ll be responsible for building a customer success function that helps customers achieve value from Bask Health while supporting strong retention and sustainable recurring-revenue growth.

Why It Might Be a Fit

We’re looking for a leader with substantial post-sale customer success experience, proven team management ability, and meaningful e-commerce experience.

Requirements

• 10+ years of experience in customer success, account management, client services, or a closely related post-sale customer-facing function
• At least 4 years of experience directly managing and developing customer success or account management teams
• Demonstrated ownership of post-sale customer success strategy and operations
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software
• Strong understanding of e-commerce business models, direct-to-consumer operations, and merchant needs
• Experience developing customer retention and account growth strategies
• Proven ability to lead customer onboarding, adoption, renewal, retention, and expansion initiatives
• Experience creating processes for identifying and reducing customer churn
• Demonstrated ability to coach, develop, and evaluate customer-facing employees
• Experience establishing customer success performance metrics and reporting
• Strong understanding of customer retention, churn, account health, and renewal performance
• Familiarity with gross revenue retention, net revenue retention, and recurring-revenue metrics
• Experience developing strategies for improving long-term customer engagement
• Demonstrated experience supporting expansion opportunities within existing customer accounts
• Strong commercial judgment and understanding of recurring-revenue SaaS businesses
• Experience managing relationships with founders, executives, and senior customer stakeholders
• Ability to lead strategic account reviews and renewal discussions
• Experience handling complex customer escalations and retention risks
• Experience collaborating with sales, product, engineering, and company leadership
• Ability to translate customer feedback into operational and product recommendations
• Experience building customer retention and account management playbooks
• Strong written and verbal communication skills
• Ability to present retention and account growth performance to leadership
• Strong analytical thinking and data-driven decision-making skills
• Experience managing multiple strategic priorities and competing demands
• Strong organizational and operational planning skills
• Ability to lead teams in a remote, cross-functional environment
• Availability to collaborate during required U.S. Eastern Time working hours
• Strong ownership mentality and accountability for customer and team outcomes

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