Head of Customer Success – Expansion

Job not on LinkedIn

🔥 19 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 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 success and expansion strategy. • Oversee post-sale customer success operations and account management. • Develop scalable processes for customer onboarding, adoption, renewals, retention, and expansion. • Establish customer health monitoring and retention-risk identification practices. • Build proactive strategies to improve retention and reduce preventable churn. • Lead and coach customer success team members within the approved organization. • Establish clear expectations for account ownership and commercial accountability. • Develop customer segmentation and strategic account coverage strategies. • Monitor customer retention, churn, renewals, and expansion performance. • Track gross revenue retention and net revenue retention where applicable. • Establish customer success and expansion reporting practices. • Identify opportunities for existing customers to adopt additional supported platform capabilities. • Develop processes for tracking and managing account expansion opportunities. • Oversee strategic customer relationships and executive-level engagements. • Guide customer success managers in conducting business reviews and renewal discussions. • Support appropriate upsell and account expansion opportunities. • Collaborate with sales on customer growth and expansion strategies. • Establish clear handoffs between customer success and sales. • Work with product and engineering on issues affecting adoption and retention. • Coordinate with technical support and customer success engineering teams. • Improve onboarding and implementation handoffs that affect long-term customer success. • Develop customer success, retention, and expansion playbooks. • Establish consistent processes for documenting account risks and growth opportunities. • Build reporting that connects customer success activities to recurring-revenue performance. • Oversee important customer escalations affecting account health. • Coach team members on account management, commercial judgment, and customer communication. • Support organizational planning and customer success hiring. • Improve customer success tools, workflows, and documentation. • Establish effective collaboration between customer success and other departments. • Promote accountability for customer retention and account expansion 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 success, retention, expansion, and risks. • Take ownership of the customer success function's overall effectiveness and commercial contribution.

🎯 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 that support retention and account expansion. • 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 identifying and 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, renewal discussions, and expansion conversations. • 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 and account expansion playbooks. • Strong written and verbal communication skills. • Ability to present customer success and account growth 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 or account expansion 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 improving gross revenue retention and net revenue retention. • Nice to Have: Experience developing churn prediction and customer health scoring processes. • Nice to Have: Experience creating renewal forecasting and account expansion reporting. • Nice to Have: Experience designing upsell, cross-sell, and account growth processes. • Nice to Have: Experience collaborating with sales on expansion opportunities. • 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 customer lifecycle and expansion strategies. • Nice to Have: Experience improving technical onboarding and 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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