Head of Customer Outcomes

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the customer outcomes strategy and success operations at Bask Health.

• Create processes for identifying and documenting the business goals of customers.

• Formulate customer success plans that emphasize measurable results.

• Design frameworks for monitoring customer adoption and value realization.

• Guide and mentor customer success team members within the approved organization.

• Set clear expectations for account ownership and proactive engagement with customers.

• Develop strategies for customer segmentation and account coverage.

• Track metrics related to customer retention, churn, renewals, and expansion performance.

• Establish metrics and reporting practices for customer outcomes.

• Identify customers who are struggling to meet their expected results.

• Devise proactive strategies to enhance adoption and mitigate retention risks.

• Manage strategic customer relationships and engagements at the executive level.

• Assist customer success managers in conducting outcome-focused business reviews.

• Support the preparation for renewals and identify appropriate opportunities for account expansion.

• Collaborate with the sales team on strategies for account growth.

• Work alongside product and engineering teams to address customer adoption challenges.

• Coordinate efforts with technical support and customer success engineering teams.

• Enhance onboarding and implementation transitions.

• Create customer success playbooks and internal training materials.

• Establish consistent processes for documenting customer goals and assessing account risks.

• Develop reports that connect customer success initiatives to overall business performance.

• Identify recurring customer challenges and propose improvements.

• Manage significant customer escalations that impact account health.

• Mentor team members on strategic account management and commercial judgment.

• Assist in organizational planning and recruitment for customer success roles.

• Enhance tools, workflows, and documentation related to customer success.

• Foster clear collaboration between customer success and other departments.

• Champion accountability for measurable customer outcomes.

• Ensure compliance with privacy, security, and information-handling protocols.

• Escalate clinical, pharmacy, and compliance issues to authorized teams.

• Provide leadership with clear updates on customer outcomes, retention, and risks.

• Take responsibility for the effectiveness and long-term results of the customer success function.

⛳️ Requirements

• Over 10 years of experience in customer success, account management, client services, or a similar post-sale customer-facing role.

• At least 4 years of experience in directly managing and developing customer success or account management teams.

• Proven ownership of post-sale customer success strategies and operations.

• Recent substantial experience with e-commerce businesses, online merchants, or merchant-facing commerce software.

• Strong grasp of e-commerce business models, direct-to-consumer operations, and the needs of merchants.

• Experience in developing customer success strategies that focus on measurable outcomes.

• Demonstrated ability to lead initiatives in customer onboarding, adoption, retention, renewal, and expansion.

• Background in creating and managing customer success plans.

• Proven capability to coach, develop, and assess customer-facing employees.

• Experience in establishing customer success performance metrics and reporting.

• Strong understanding of customer retention, churn, account health, and renewal performance.

• Experience in measuring customer adoption and value realization.

• Ability to formulate strategies aimed at improving customer retention and fostering long-term engagement.

• Experience in 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 discussions on customer outcomes.

• Experience managing complex customer escalations.

• Proven ability to collaborate with sales, product, engineering, and company leadership.

• Ability to translate customer feedback into operational and product improvements.

• Experience in developing customer success playbooks and scalable processes.

• Strong written and verbal communication capabilities.

• Ability to present customer outcomes and business performance metrics to leadership.

• Strong analytical skills and capacity for data-driven decision-making.

• Experience managing multiple strategic priorities and balancing competing demands.

• Strong organizational and operational planning abilities.

• Capability to lead teams in a remote, cross-functional environment.

• Availability for collaboration during required U.S. Eastern Time working hours.

• Strong sense of ownership and accountability for customer and team outcomes.

• Nice to Have: Experience in leading customer success at an e-commerce SaaS company.

• Nice to Have: Experience managing customer success teams that serve Shopify merchants.

• Nice to Have: Familiarity with platforms such as 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 in building or operating an e-commerce business.

• Nice to Have: Experience in leading customer success for both SMB and strategic accounts.

• Nice to Have: Experience managing enterprise customer relationships.

• Nice to Have: Experience in developing frameworks for customer value realization.

• Nice to Have: Experience creating customer outcome scorecards and success plans.

• Nice to Have: Experience enhancing gross revenue retention and net revenue retention.

• Nice to Have: Experience in developing customer health scoring and churn prediction processes.

• Nice to Have: Experience in building customer success dashboards and reporting.

• Nice to Have: Familiarity with Salesforce, HubSpot, Gainsight, ChurnZero, or similar platforms.

• Nice to Have: Experience in designing customer segmentation and account assignment models.

• Nice to Have: Experience in building customer success teams during periods of growth.

• Nice to Have: Experience in leading cross-functional customer retention initiatives.

• Nice to Have: Experience in developing account expansion processes in collaboration with sales teams.

• Nice to Have: Experience in improving technical onboarding and customer implementation transitions.

• 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 executives.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive team environment.

• Engaging company culture focused on innovation and collaboration.