[Hiring] Head of Customer Outcomes @Bask Health

Role Description

We're looking for a Head of Customer Outcomes to lead Bask Health's customer success strategy with a strong focus on measurable customer value, platform adoption, retention, and long-term account growth. This role is responsible for building a customer success function that understands what customers are trying to accomplish and helps them achieve those goals.

• Lead customer success operations and develop a high-performing team.
• Establish processes that connect customer engagement to meaningful business outcomes.
• Develop a customer outcomes strategy that aligns customer goals with Bask Health's capabilities and business priorities.
• Define how the team identifies customer objectives during onboarding and tracks progress throughout the customer lifecycle.
• Establish a consistent approach to customer success planning, account reviews, adoption strategies, and outcome measurement.
• Help the team understand the difference between customers simply using the platform and customers achieving meaningful value from it.
• Develop frameworks for evaluating customer adoption, business engagement, account health, and retention risk.
• Work with customer success managers to ensure customer goals are documented, understood, and revisited over time.
• Establish clear expectations for account ownership, customer communication, and proactive engagement.
• Lead, coach, and develop customer success team members within the approved organizational structure.
• Create an environment where team members take ownership of customer outcomes.
• Work with leadership to develop appropriate customer segmentation and account coverage strategies.
• Establish meaningful performance metrics for customer success and customer outcomes.
• Monitor customer retention, churn, renewals, expansion, product adoption, and other relevant indicators of customer health.
• Develop reporting that helps leadership understand how customer success activities contribute to business performance.
• Identify patterns in customer behavior that indicate successful adoption, declining engagement, or potential account risk.
• Create proactive strategies to address customers who are struggling to achieve their goals.
• Oversee important customer escalations and ensure issues affecting customer outcomes receive appropriate attention.
• Build relationships with strategic customer stakeholders, including founders, executives, and business owners.
• Participate in executive-level customer conversations when leadership involvement can help strengthen relationships or address challenges.
• Guide the team in conducting meaningful business reviews focused on customer goals, progress, obstacles, and opportunities.
• Collaborate with sales leadership to support renewal preparation and identify appropriate account expansion opportunities.
• Work closely with product and engineering teams to communicate customer feedback, adoption challenges, and recurring product limitations.
• Use customer insights to help inform product improvements that strengthen customer outcomes.
• Collaborate with technical support and customer success engineering teams to address implementation or technical obstacles affecting adoption.
• Support improvements to customer onboarding, product education, and implementation handoffs.
• Ensure customers understand how to use Bask Health's capabilities effectively.
• 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 the team follows appropriate security, privacy, and customer information-handling procedures.
• Develop scalable customer success playbooks and operational processes.
• Evaluate existing customer success tools, workflows, and reporting practices to identify opportunities for improvement.
• Create a consistent approach to documenting customer goals, success plans, risks, and follow-up 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 accountability for customer results.
• Help create clear collaboration between customer success, sales, product, engineering, and technical support teams.
• Work directly with company leadership to communicate customer outcomes performance, emerging risks, and opportunities for improvement.
• Balance customer advocacy with commercial priorities and operational realities.
• Develop strategies that strengthen customer relationships while supporting responsible recurring-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 success strategies focused on measurable customer outcomes.
• Proven ability to lead customer onboarding, adoption, retention, renewal, and expansion initiatives.
• Experience creating and managing customer success plans.
• 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 measuring customer adoption and value realization.
• Ability to develop strategies for improving customer retention and long-term engagement.
• 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 customer outcome discussions.
• Experience handling complex customer escalations.
• Experience collaborating with sales, product, engineering, and company leadership.
• Ability to translate customer feedback into operational and product recommendations.
• Experience building customer success playbooks and scalable processes.
• Strong written and verbal communication skills.
• Ability to present customer outcomes and business 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.

Nice to Have

• Experience leading customer success 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 developing customer value realization frameworks.
• Experience creating customer outcome scorecards and success plans.
• Experience improving gross revenue retention and net revenue retention.
• Experience developing customer health scoring and churn prediction processes.
• Experience building customer success dashboards and reporting.
• 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 customer retention initiatives.
• Experience developing account expansion processes with sales teams.
• Experience improving technical onboarding and customer 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.