Head of Customer Success

This is a fully remote position, open to applicants in United Kingdom, +2 more countries.

📋 Description

• Take charge of the complete post-sale customer journey, from onboarding and launch to retention, expansion, and renewal.

• Lead and develop the Customer Success team.

• Establish the customer service strategy and operational framework.

• Manage net revenue retention, gross retention, churn, and expansion objectives.

• Define and monitor customer health scores, engagement metrics, as well as risk and growth indicators.

• Report on customer outcomes, trends, and opportunities to the executive team.

• Create scalable playbooks for onboarding, launch, adoption, quarterly business reviews, renewals, upselling, and escalations.

• Direct the AI-native operating model, including prompts, workflows, and automations.

• Choose and implement Customer Success tools and processes.

• Act as an executive sponsor for key and enterprise accounts.

• Personally manage high-stakes escalations.

• Collaborate with customers on engagement initiatives and platform adoption.

• Conduct program demonstrations and strategic reviews.

• Provide technical solutions and suggest ways to utilize the Bask platform.

• Confirm methods with customers, providers, and partners.

• Collaborate with Product and Engineering teams on roadmap priorities.

• Work alongside Sales on handoffs, account planning, and expansion opportunities.

• Partner with Operations, Pharmacy, and Support to address systemic customer challenges.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or Client Services, preferably in a SaaS or platform environment.

• More than 4 years of experience leading Customer Success teams, including hiring, coaching, and managing performance.

• Experience in e-commerce.

• Familiarity with a large- to enterprise-sized customer portfolio.

• A creative problem solver with a strong determination to achieve success.

• Self-sufficient and driven, with the insight to seek assistance when necessary.

• An entrepreneurial spirit.

• Highly articulate, with effective communication skills, both verbal and written.

• Exceptionally organized, capable of managing multiple projects in a dynamic environment.

• Comfortable collaborating across various teams (product, sales, marketing, etc.).

🏝️ Benefits

• Remote work available worldwide.

• Working hours are from 9 AM to 6 PM East Coast Time.