Head of Customer Success – Strategy

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

📋 Description

• Direct Bask Health's customer success strategy and set the organizational direction.

• Convert company goals into actionable customer success objectives and operational frameworks.

• Manage post-sale customer success operations and account management initiatives.

• Create scalable processes for onboarding, customer adoption, retention, renewals, and expansion.

• Define the responsibilities and operational standards for the customer success team.

• Lead, mentor, and cultivate the talents of customer success team members.

• Formulate organizational planning and staffing recommendations.

• Develop strategies for customer segmentation and account coverage.

• Establish performance metrics and reporting protocols.

• Monitor retention, churn rates, renewals, adoption metrics, and account health.

• Create frameworks for customer health monitoring and risk identification.

• Enhance customer outcomes and minimize preventable churn.

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

• Facilitate customer business reviews.

• Collaborate with sales teams on renewals and account expansion efforts.

• Partner with product leadership to address customer feedback and adoption challenges.

• Coordinate with engineering and technical support on issues affecting customers.

• Streamline onboarding and implementation processes.

• Develop playbooks, training materials, and operational procedures.

• Implement documentation practices for account objectives, risks, and commitments.

• Assess customer success tools, workflows, and reporting systems.

• Enhance operational efficiency and decrease manual tasks.

• Supervise critical customer escalations.

• Assist with hiring and professional development initiatives.

• Foster collaboration between customer success and other departments.

• Ensure adherence to privacy, security, and information-handling protocols.

• Escalate clinical, pharmacy, and compliance issues to the appropriate teams.

• Provide leadership with updates regarding strategy, performance, and potential risks.

• Suggest long-term enhancements to the customer success organization.

• Take charge of the customer success function's strategy, efficiency, and execution.

⛳️ Requirements

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

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

• Proven track record of owning customer success strategies, operations, and team performance.

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

• Strong comprehension of e-commerce business models, direct-to-consumer operations, and merchant needs.

• Experience in developing and implementing customer success strategies.

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

• Proven experience in building scalable customer success processes and operational frameworks.

• Demonstrated ability to mentor, develop, and assess customer-facing personnel.

• Experience in establishing customer success performance metrics and reporting systems.

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

• Experience in creating customer segmentation and account coverage strategies.

• Ability to translate business objectives into actionable customer success initiatives.

• Experience in enhancing customer success team structures, workflows, or operational efficiency.

• Strong commercial acumen 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 discussions with customers.

• Experience managing complex customer escalations and retention risks.

• Experience collaborating with sales, product, engineering, and company leadership.

• Ability to convert customer feedback into operational and product recommendations.

• Experience developing customer success playbooks, training programs, and internal processes.

• Excellent written and verbal communication skills.

• Capability to present customer success strategies and operational performance to leadership.

• Strong analytical thinking and data-driven decision-making abilities.

• Experience managing multiple strategic priorities and competing demands.

• Strong organizational and operational planning capabilities.

• Ability to lead teams in a remote, cross-functional setting.

• 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 in 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 operational frameworks.

• Nice to Have: Experience developing annual or quarterly planning processes for customer success.

• Nice to Have: Experience creating customer success dashboards and executive reports.

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

• Nice to Have: Experience enhancing 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 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 collaborating directly with founders and senior company leadership.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote working options.

• Professional development and training opportunities.

• A dynamic and inclusive work culture.