Head of Customer Success

Bask Health

. Own the entire post-sale customer experience from onboarding and launch through retention, expansion, and renewal .

Posted 10/6/2026full-timeRemote • United Kingdom, Canada, United StatesLead💰 $55,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success leadership, focusing on customer retention, engagement metrics, and strategic account management. Proficient in developing scalable onboarding processes and collaborating across teams to enhance customer experience and drive platform adoption.

Highest-signal resume keywords

Customer Success LeadershipNet Revenue RetentionCustomer Engagement MetricsSaaS ExperienceE-Commerce Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ScoresOnboarding ProcessesCustomer Success ToolingPerformance ManagementAccount ManagementRisk IndicatorsGrowth IndicatorsProgram DemosStrategic ReviewsAI-Native Operating Model

Soft Skills

Creative Problem SolvingEffective CommunicationHighly OrganizedMotivatedCollaboration

Industry Keywords

SaaSCustomer ExperienceEnterprise AccountsCustomer RetentionChurn Management

About the role

Key responsibilities & impact

Own the entire post-sale customer experience from onboarding and launch through retention, expansion, and renewal
Lead and grow the Customer Success team
Set the customer service strategy and operating model
Own net revenue retention, gross retention, churn, and expansion targets
Define and track customer health scores, engagement metrics, and risk and growth indicators
Report customer outcomes, trends, and opportunities to the executive team
Build scalable playbooks for onboarding, launch, adoption, QBRs, renewals, upsell, and escalations
Lead the AI-native operating model, including prompts, workflows, and automations
Select and implement Customer Success tooling and processes
Serve as executive sponsor for key and enterprise accounts
Personally handle high-stakes escalations
Partner with customers on engagement initiatives and platform adoption
Deliver program demos and strategic reviews
Provide technical answers and recommend ways to use the Bask platform
Validate approaches with customers, providers, and partners
Partner with Product and Engineering on roadmap priorities
Work with Sales on handoffs, account planning, and expansion opportunities
Collaborate with Operations, Pharmacy, and Support to resolve systemic customer issues

Requirements

What you’ll need

10+ years of experience in Customer Success, Account Management, or Client Services, ideally at a SaaS or platform company
4+ years of experience leading Customer Success teams, including hiring, coaching, and performance management
Experience in e-commerce
Experience with large- to enterprise-sized customer book of business
Creative problem solver with a determination to succeed
Independent and motivated, with the wisdom to seek help where needed
An entrepreneur
Highly articulate, ability to communicate effectively both when speaking and writing
Highly organized, with the ability to juggle multiple projects in a fast-paced environment
Comfortable collaborating with different teams (product, sales, marketing, etc.)

Benefits

Comp & perks

Remote Worldwide
Working Hours East Coast Time 9am to 6pm