Head of Customer Outcomes

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 60 days.
• 196 open roles for a team of 16.
• No salary listed.

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Bask Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Pre Seed Round on 2022-05

Healthcare • Consulting • Logistics

Bask Health is a robust platform providing a comprehensive suite of customizable telehealth solutions. It offers tools such as a questionnaire builder, patient portals, and pharmacy fulfillment services, all secured with strong encryption and HIPAA-compliance. Bask Health seamlessly integrates telehealth and e-commerce, enabling streamlined patient care from consultation to delivery. The platform supports entrepreneurs, doctors, and developers by offering scalable no-code solutions that enhance user experience and business growth. With its nationwide pharmacy network, Bask Health empowers businesses to efficiently manage prescriptions, patient data, and order fulfillment across the entire digital health landscape.

📋 Description

• Lead Bask Health's customer outcomes strategy and customer success operations • Establish processes for identifying and documenting customer business goals • Develop customer success plans focused on measurable results • Build frameworks for tracking customer adoption and value realization • Lead and coach customer success team members within the approved organization • Establish clear expectations for account ownership and proactive customer engagement • Develop customer segmentation and account coverage strategies • Monitor customer retention, churn, renewals, and expansion performance • Establish customer outcomes metrics and reporting practices • Identify customers who are struggling to achieve expected results • Develop proactive strategies to improve adoption and reduce retention risk • Oversee strategic customer relationships and executive-level engagements • Guide customer success managers in conducting outcome-focused business reviews • Support renewal preparation and appropriate account expansion opportunities • Collaborate with sales on account growth strategies • Work with product and engineering on customer adoption challenges • Coordinate with technical support and customer success engineering teams • Improve onboarding and implementation handoffs • Develop customer success playbooks and internal training resources • Establish consistent processes for documenting customer goals and account risks • Build reporting that connects customer success activities to business performance • Identify recurring customer obstacles and recommend improvements • Oversee important customer escalations affecting account health • Coach team members on strategic account management and commercial judgment • Support organizational planning and customer success hiring • Improve customer success tools, workflows, and documentation • Establish clear collaboration between customer success and other departments • Promote accountability for measurable customer outcomes • Ensure appropriate privacy, security, and information-handling practices • Escalate clinical, pharmacy, and compliance matters to authorized teams • Provide leadership with clear updates on customer outcomes, retention, and risks • Take ownership of the customer success function's effectiveness and long-term results

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

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