Head of Merchant Growth – Retention

Job not on LinkedIn

🔥 17 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📈 Growth Marketing

👻 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 merchant growth and retention strategy • Develop scalable processes for merchant renewals, retention, and expansion • Establish merchant health monitoring and churn-risk identification practices • Build proactive strategies to reduce preventable merchant churn • Lead, coach, and develop customer success team members • Establish expectations for merchant account ownership and commercial accountability • Develop merchant segmentation and account coverage strategies • Monitor merchant retention, churn, renewals, and expansion performance • Track gross revenue retention and net revenue retention where applicable • Establish merchant growth and retention reporting practices • Analyze recurring causes of merchant churn and recommend improvements • Identify opportunities to strengthen merchant engagement and product adoption • Oversee strategic merchant relationships and executive-level engagements • Guide customer success managers in conducting merchant business reviews and renewal discussions • Support appropriate merchant account expansion opportunities • Collaborate with sales on merchant growth and expansion strategies • Establish clear handoffs between merchant success and sales • Work with product and engineering on issues affecting merchant retention • Coordinate with technical support and customer success engineering teams • Improve onboarding and implementation handoffs affecting merchant adoption • Develop merchant retention and expansion playbooks • Establish processes for documenting renewal risks and account opportunities • Build reporting connecting merchant success activities to recurring-revenue performance • Oversee important merchant escalations affecting account health • Coach team members on account management, commercial judgment, and merchant communication • Support organizational planning and customer success hiring • Improve merchant success tools, workflows, and documentation • Establish collaboration between customer success and other departments • Promote accountability for merchant retention and account growth outcomes • Ensure appropriate privacy, security, and information-handling practices • Escalate clinical, pharmacy, and compliance matters to authorized teams • Provide leadership with updates on merchant growth, retention, and risks • Take ownership of the merchant success function's retention and expansion effectiveness

🎯 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 merchant retention and account growth strategies • Proven ability to lead merchant 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 merchant engagement • Demonstrated 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 merchant stakeholders • Ability to lead strategic merchant account reviews and renewal discussions • Experience handling complex customer escalations and retention risks • Experience collaborating with sales, product, engineering, and company leadership • Ability to translate merchant feedback into operational and product recommendations • Experience building merchant retention and account management playbooks • Strong written and verbal communication skills • Ability to present retention 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 merchant and team outcomes • Nice to have: Experience leading customer success or account growth 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 merchant accounts • Nice to have: Experience managing enterprise merchant 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 retention reporting • Nice to have: Experience designing account expansion and upsell 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 merchant segmentation and account assignment models • Nice to have: Experience building customer success teams during periods of growth • Nice to have: Experience leading cross-functional merchant retention initiatives • Nice to have: Experience developing merchant 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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