[Hiring] Head of Customer Success & Expansion @Bask Health

Role Description

We're looking for a Head of Customer Success & Expansion to lead Bask Health's post-sale customer success organization, strengthen customer relationships, improve retention, and develop opportunities for growth within our existing customer base. This role combines customer success leadership, strategic account management, commercial strategy, and cross-functional execution.

• Build a customer success function that helps customers achieve their business goals while supporting long-term retention and appropriate account expansion.
• Oversee the post-sale customer lifecycle, including onboarding, activation, adoption, account management, renewals, retention, and expansion.
• Establish clear processes for understanding customer goals and identifying opportunities to help them get more value from the platform.
• Develop a consistent approach to strategic account planning and customer success management.
• Lead, coach, and develop customer success team members within the approved organizational structure.
• Create a team culture that values initiative, accountability, customer outcomes, and responsible commercial growth.
• Develop performance metrics and reporting practices for customer success, retention, and expansion.
• Monitor customer retention, churn, renewals, product adoption, account engagement, and expansion performance.
• Establish processes for identifying customers who may be at risk of leaving or reducing their engagement.
• Develop proactive strategies for addressing customer dissatisfaction and strengthening long-term relationships.
• Build relationships with strategic customer stakeholders, including founders, executives, and business owners.
• Guide the team in conducting business reviews focused on customer goals, platform adoption, business progress, and future needs.
• Collaborate with product and engineering teams to address recurring issues that affect customer adoption, satisfaction, and long-term account value.
• Ensure customer-facing processes follow appropriate privacy, security, and information-handling requirements.
• Take ownership of the customer success function's overall effectiveness and commercial contribution.

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.
• Proven ability to lead customer onboarding, adoption, renewal, retention, and expansion initiatives.
• Strong commercial judgment and understanding of recurring-revenue SaaS businesses.
• Strong written and verbal communication skills.
• Strong analytical thinking and data-driven decision-making skills.
• Strong organizational and operational planning skills.

Requirements

• Experience creating processes for identifying and reducing customer churn.
• Experience establishing customer success performance metrics and reporting.
• 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.
• Ability to translate customer feedback into operational and product recommendations.
• Experience building customer success and account expansion playbooks.
• Ability to manage multiple strategic priorities and competing demands.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and accountability for customer and team outcomes.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits.
• Flexible working hours and remote work options.
• Opportunities for professional development and growth.