Head of Customer Success & Strategy

Role Overview

Lead Bask Health’s customer success strategy and organizational direction. Translate company objectives into customer success goals and operating plans. Oversee post-sale customer success operations and account management.

What You Will Do

Develop scalable processes for onboarding, adoption, retention, renewals, and expansion. Establish clear customer success team responsibilities and operating standards. Lead and coach customer success team members within the approved organization.

Why It Might Be a Fit

Strong understanding of e-commerce business models, direct-to-consumer operations, and merchant needs. Experience developing and executing customer success strategies. Proven ability to lead customer onboarding, adoption, renewal, retention, and expansion initiatives.

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 customer success strategy, operations, and team performance.
• 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 and executing customer success strategies.
• Proven ability to lead customer onboarding, adoption, renewal, retention, and expansion initiatives.
• Experience building scalable customer success processes and operating models.
• 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.
• Experience developing customer segmentation and account coverage strategies.
• Ability to translate business objectives into practical customer success initiatives.
• Experience improving customer success team structure, workflows, or operational efficiency.
• 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 executive-level customer 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 success playbooks, training programs, and internal procedures.
• Strong written and verbal communication skills.
• Ability to present customer success strategy and operational 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.

Tagged as: Data Analysis