Head of Customer Success – Strategy

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 strategy and organizational direction • Translate company objectives into customer success goals and operating plans • Oversee post-sale customer success operations and account management • Develop scalable processes for onboarding, adoption, retention, renewals, and expansion • Establish customer success team responsibilities and operating standards • Lead, coach, and develop customer success team members • Develop organizational planning and staffing recommendations • Establish customer segmentation and account coverage strategies • Define performance metrics and reporting practices • Monitor retention, churn, renewals, adoption, and account health • Develop customer health monitoring and risk identification frameworks • Improve customer outcomes and reduce preventable churn • Oversee strategic customer relationships and executive-level engagements • Guide customer business reviews • Collaborate with sales on renewals and account expansion • Work with product leadership on customer feedback and adoption challenges • Coordinate with engineering and technical support on customer-impacting issues • Improve onboarding and implementation processes • Develop playbooks, training resources, and operating procedures • Establish documentation practices for account goals, risks, and commitments • Evaluate customer success tools, workflows, and reporting systems • Improve operational efficiency and reduce manual work • Oversee important customer escalations • Support hiring and professional development • Establish collaboration between customer success and other departments • Ensure privacy, security, and information-handling practices • Escalate clinical, pharmacy, and compliance matters to authorized teams • Provide leadership with updates on strategy, performance, and risks • Recommend long-term improvements to the customer success organization • Take ownership of the customer success function's strategy, effectiveness, and execution

🎯 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 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 • Experience building scalable customer success processes and operating models • 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 developing customer segmentation and account coverage strategies • Ability to translate business objectives into practical customer success initiatives • Experience improving customer success team structure, workflows, or operational efficiency • 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 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 written and verbal communication skills • Ability to present customer success strategy and operational 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 strategy 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 designing customer success organizational structures and operating models • Nice to Have: Experience developing customer success annual or quarterly planning processes • Nice to Have: Experience creating customer success dashboards and executive reporting • Nice to Have: Experience developing customer health scoring and churn prediction processes • Nice to Have: Experience improving gross revenue retention and net revenue retention • Nice to Have: Experience collaborating with sales on customer expansion strategies • 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 success initiatives • Nice to Have: Experience developing customer lifecycle and engagement 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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