Head of Merchant Success

Job not on LinkedIn

🔥 20 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 merchant-facing customer success strategy and operations • Develop a scalable approach to merchant onboarding, adoption, retention, and expansion • Manage and coach customer success team members within the approved organization • Establish clear expectations for account ownership and customer communication • Build customer success processes and operating procedures • Develop merchant segmentation and account coverage strategies • Establish account health monitoring and retention-risk identification practices • Create proactive strategies to reduce customer churn • Oversee renewal preparation and customer retention initiatives • Partner with sales on appropriate account expansion opportunities • Define customer success performance metrics and reporting practices • Monitor merchant engagement, adoption, retention, and account growth • Review customer success performance and identify improvement opportunities • Build relationships with strategic merchants and executive stakeholders • Participate in high-priority merchant conversations and escalations • Guide the team in developing customer success plans and account strategies • Improve merchant onboarding and activation processes • Develop customer success playbooks and internal training resources • Establish consistent escalation and follow-up procedures • Coordinate with technical support and customer success engineering teams • Collaborate with product and engineering on recurring merchant challenges • Share customer feedback and insights with company leadership • Help prioritize improvements that strengthen merchant experience and retention • Support organizational planning and customer success hiring • Coach team members on account management, communication, and commercial judgment • Improve customer success tools, workflows, and documentation • Establish clear collaboration between sales, customer success, and technical teams • Promote strong accountability and follow-through across merchant-facing functions • Ensure appropriate privacy, security, and information-handling practices • Escalate clinical, pharmacy, and compliance matters to authorized teams • Provide leadership with clear updates on merchant success performance and risks • Take ownership of the merchant success function's overall effectiveness and 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 leading customer onboarding, adoption, retention, renewal, and expansion initiatives • Proven ability to build and improve customer success processes • Experience managing customer success teams responsible for significant customer portfolios • Demonstrated ability to coach, develop, and evaluate customer-facing employees • Experience creating customer segmentation and account coverage strategies • Strong understanding of customer retention, churn, account health, and renewal performance • Experience using customer success metrics to evaluate team effectiveness • Ability to develop and execute strategies for improving customer retention • 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 handle complex customer escalations and sensitive commercial conversations • Experience collaborating with sales, product, engineering, and company leadership • Ability to translate customer feedback into operational and product recommendations • Experience building onboarding, account management, and retention playbooks • Strong written and verbal communication skills • Ability to present customer success performance and recommendations 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: Familiarity with subscription commerce and recurring-revenue business models • 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 establishing customer success performance dashboards • 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 commercial 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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