Head of CS & Strategy — E‑commerce Health SaaS

Bask Health; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

Bask Health is seeking a Head of Customer Success & Strategy to lead our CS organization, shape its long-term strategy, and build scalable processes that improve customer outcomes, retention, and operational performance. You will oversee post-sale CS, account management, onboarding, adoption, and engagement across a diverse merchant base.

You will translate company priorities into customer success goals, collaborate with sales and product, and drive data-informed decisions to reduce churn and

Qualifications

• 10+ years of post-sale CS or account management experience.
• Proven leadership of CS or account teams in a merchant-facing SaaS context.
• Strong track record translating strategy into scalable CS programs.

Responsibilities

• Lead Bask Health's customer success strategy and organizational direction.
• Oversee post-sale CS operations and account management.
• Develop scalable onboarding, adoption, retention, renewals, and expansion processes.
• Establish CS team responsibilities and operating standards.
• Coach and develop CS team members within the org.
• Plan staffing and organizational structure for CS growth.
• Define customer segmentation and account coverage strategies.
• Establish CS performance metrics and reporting practices.
• Monitor retention, churn, renewals, and account health.
• Collaborate with sales on renewals and expansion opportunities.
• Coordinate with product, engineering, and support on adoption challenges.
• Develop playbooks, training resources, and SOPs for CS.

Skills

Customer success strategy

Account management

Leadership

Data-driven decision making

E-commerce / merchant-facing SaaS

Renewals & retention

Cross-functional collaboration

People development

Strategic planning

Stakeholder management

Job description

Bask Health is seeking a Head of Customer Success & Strategy to lead our CS organization, shape its long-term strategy, and build scalable processes that improve customer outcomes, retention, and operational performance. You will oversee post-sale CS, account management, onboarding, adoption, and engagement across a diverse merchant base.

You will translate company priorities into customer success goals, collaborate with sales and product, and drive data-informed decisions to reduce churn and