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

Role Description

We're looking for a Head of Customer Success & Strategy to lead Bask Health's customer success organization, develop its long-term strategy, and build scalable processes that improve customer outcomes, retention, and operational performance. This role combines senior customer success leadership, organizational strategy, account management, and cross-functional execution.

• Define how our customer success function operates.
• Support different types of customers.
• Measure the value our team delivers.
• Develop a customer success strategy that aligns customer needs, team capabilities, and Bask Health's broader business objectives.
• Translate company priorities into clear customer success goals, operating plans, and measurable initiatives.
• Evaluate existing customer success processes and identify opportunities for improvement.
• Establish clear responsibilities across customer success, account management, onboarding, and related customer-facing functions.
• Develop customer segmentation strategies reflecting differences in customer needs, account complexity, and business value.
• Establish processes for customer onboarding, activation, adoption, engagement, renewals, retention, and expansion.
• Lead, coach, and develop customer success team members.
• Establish performance expectations emphasizing customer outcomes, accountability, and consistent execution.
• Define meaningful performance metrics and reporting practices for the customer success organization.
• Monitor customer retention, churn, renewals, product adoption, account health, and expansion performance.
• Oversee important customer escalations and ensure issues affecting strategic relationships receive appropriate attention.
• Build relationships with key customer stakeholders.
• Guide the team in conducting meaningful customer business reviews.
• Collaborate with sales leadership to improve customer handoffs and renewal preparation.
• Work closely with product leadership to communicate recurring customer challenges and opportunities for improvement.
• Develop scalable customer success playbooks, operating procedures, and internal documentation.
• Establish consistent practices for documenting customer goals, account risks, customer commitments, and next steps.
• Identify opportunities to reduce unnecessary manual work and improve team efficiency.
• Take ownership of the customer success function's strategy, effectiveness, and execution.

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 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.
• 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.

Requirements

• 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 organizational and operational planning skills.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and accountability for customer and team outcomes.

Benefits

• Opportunity to lead a customer success organization with a clear strategy.
• Ability to support Bask Health's long-term growth.
• Engagement with a product-focused team that values ownership and technical excellence.