Head of Customer Success & Expansion

Role Overview

Lead Bask Health’s post-sale customer success organization, strengthen customer relationships, improve retention, and develop opportunities for growth within our existing customer base.

What You Will Do

Develop scalable processes for customer onboarding, adoption, renewals, retention, and expansion; establish customer health monitoring and retention-risk identification practices.

Why It Might Be a Fit

Success in this role means building a high-performing customer success organization that improves customer retention, strengthens strategic relationships, increases appropriate account expansion, and contributes directly to Bask Health’s long-term growth.

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
• 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 success strategies that support retention and account expansion
• 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 identifying and 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, renewal discussions, and expansion conversations
• 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 success and account expansion playbooks
• Strong written and verbal communication skills
• Ability to present customer success 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

Benefits

• Flexible work arrangements
• Professional development opportunities

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