[Hiring] Head of Customer Growth & Retention @Bask Health

Role Description

We're looking for a Head of Customer Growth & Retention to lead Bask Health's post-sale customer growth strategy, strengthen customer retention, and develop scalable processes for expanding existing customer relationships. This role combines customer success leadership, commercial strategy, account management, and operational execution.

• Build a customer success function that helps customers achieve value from Bask Health while supporting strong retention and sustainable recurring-revenue growth.
• Develop a customer growth and retention strategy that aligns customer needs with Bask Health's broader business objectives.
• Define how the team approaches customer onboarding, adoption, engagement, renewals, retention, and account expansion.
• Establish clear processes for identifying customers who are at risk of leaving and developing appropriate retention strategies.
• Help the team recognize early warning signs of declining engagement, reduced product adoption, or customer dissatisfaction.
• Develop customer health monitoring practices that provide visibility into retention risks and opportunities.
• Work with customer success managers to ensure customer goals, account priorities, and growth opportunities are clearly documented.
• Establish expectations for proactive account management and consistent customer communication.
• Lead, coach, and develop customer success team members within the approved organizational structure.
• Build a team culture that values accountability, strong commercial judgment, and meaningful customer outcomes.
• Work with leadership to establish customer segmentation and account coverage strategies.
• Develop performance metrics and reporting practices for customer growth and retention.
• Monitor relevant indicators such as customer churn, gross revenue retention, net revenue retention, renewals, expansion, and product adoption.
• Establish processes for analyzing why customers leave and identifying recurring causes of churn.
• Create proactive strategies for strengthening relationships with customers who show signs of dissatisfaction.
• Oversee important customer escalations that may affect retention or long-term account value.
• Build relationships with strategic customer stakeholders, including founders, executives, and business owners.
• Participate in high-priority customer conversations when leadership involvement can help resolve concerns or strengthen relationships.
• Guide the team in conducting business reviews focused on customer goals, platform adoption, business performance, and opportunities for growth.
• Work closely with sales leadership to coordinate renewal preparation and expansion opportunities.
• Establish clear responsibilities between customer success and sales for identifying, qualifying, and pursuing expansion opportunities.
• Identify opportunities for customers to adopt additional features or expand their use of Bask Health when those capabilities support their business goals.
• Collaborate with product and engineering teams to address recurring issues that affect customer satisfaction and retention.
• Communicate customer feedback, product limitations, and adoption challenges to the appropriate internal teams.
• Support improvements to onboarding, customer education, and implementation handoffs.
• Ensure the customer success team understands how Bask Health's capabilities support different merchant business models.
• Establish clear processes for recognizing when customer requests require technical, clinical, pharmacy, or compliance expertise.
• Coordinate with authorized teams when issues involve regulated healthcare activities.
• Ensure customer-facing processes follow appropriate privacy, security, and information-handling requirements.
• Develop scalable customer retention and expansion playbooks.
• Evaluate customer success tools, workflows, and reporting systems to identify opportunities for improvement.
• Create consistent processes for tracking renewals, retention risks, expansion opportunities, and customer commitments.
• Collaborate with leadership on organizational planning, staffing needs, and team development.
• Participate in hiring and evaluating customer success talent as needed.
• Establish performance coaching and professional development practices that reinforce strong account management and commercial execution.
• Help create effective collaboration between customer success, sales, product, engineering, and technical support teams.
• Work directly with company leadership to communicate customer growth performance, retention trends, and emerging risks.
• Provide recommendations for improving recurring-revenue performance through stronger post-sale customer engagement.
• Balance customer advocacy with commercial priorities and operational realities.
• Develop strategies that strengthen long-term customer relationships while supporting responsible revenue growth.

Qualifications

• 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.
• Strong written and verbal communication skills.
• Strong analytical thinking and data-driven decision-making skills.
• 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.

Requirements

• Experience leading customer success or account growth at an e-commerce SaaS company.
• Experience managing customer success teams serving Shopify merchants.
• Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce platforms.
• Experience supporting direct-to-consumer brands and online entrepreneurs.
• Personal experience building or operating an e-commerce business.
• Experience leading customer success for both SMB and strategic accounts.
• Experience managing enterprise customer relationships.
• Experience improving gross revenue retention and net revenue retention.
• Experience developing churn prediction and customer health scoring processes.
• Experience creating renewal forecasting and retention reporting.
• Experience designing account expansion and upsell processes.
• Experience collaborating with sales on expansion opportunities.
• Familiarity with Salesforce, HubSpot, Gainsight, ChurnZero, or similar platforms.
• Experience designing customer segmentation and account assignment models.
• Experience building customer success teams during periods of growth.
• Experience leading cross-functional retention initiatives.
• Experience developing customer lifecycle and engagement strategies.
• Experience improving technical onboarding and implementation handoffs.
• Familiarity with online storefront, checkout, and payment workflows.
• Experience supporting healthcare technology or telehealth businesses.
• Experience working directly with founders and senior company leadership.