Merchant Growth & Retention Leader

Bask Health; New York (NY); Remote; USD 180,000 - 280,000; Full time

Job summary

Bask Health in the United States seeks a Head of Merchant Growth & Retention to lead merchant retention strategy, develop opportunities for existing account growth, and build a customer success organization that supports long-term merchant relationships.

You’ll drive onboarding, adoption, renewals, and expansion, collaborating with sales, product, and engineering, guiding a remote, cross-functional team to improve churn, retention, and recurring revenue.

Qualifications

• 10+ years of experience in customer success, account management, client services, or a closely related post-sale customer-facing function.
• At least 4 years of experience directly managing and developing customer success or account management teams.
• Demonstrated ownership of post-sale customer success strategy and operations.
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software.
• Strong understanding of e-commerce business models, direct-to-consumer operations, and merchant needs.
• Experience developing merchant retention and account growth strategies.
• Proven ability to lead merchant onboarding, adoption, renewal, retention, and expansion initiatives.
• Experience creating processes for identifying and reducing customer churn.
• Demonstrated ability to coach, develop, and evaluate customer-facing employees.
• Experience establishing customer success performance metrics and reporting.
• Strong understanding of customer retention, churn, account health, and renewal performance.
• Familiarity with gross revenue retention, net revenue retention, and recurring-revenue metrics.
• Experience developing strategies for improving long-term merchant engagement.
• Demonstrated experience 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 merchant stakeholders.
• Ability to lead strategic merchant account reviews and renewal discussions.
• Experience handling complex customer escalations and retention risks.
• Experience collaborating with sales, product, engineering, and company leadership.

Responsibilities

• Lead Bask Health’s merchant growth and retention strategy.
• Develop scalable processes for merchant renewals, retention, and expansion.
• Establish merchant health monitoring and churn-risk identification practices.
• Build proactive strategies to reduce preventable merchant churn.
• Lead and coach customer success team members within the approved organization.
• Establish clear expectations for merchant account ownership and commercial accountability.
• Develop merchant segmentation and account coverage strategies.
• Monitor merchant retention, churn, renewals, and expansion performance.
• Track gross revenue retention and net revenue retention where applicable.
• Establish merchant growth and retention reporting practices.
• Analyze recurring causes of merchant churn and recommend improvements.
• Identify opportunities to strengthen merchant engagement and product adoption.
• Oversee strategic merchant relationships and executive-level engagements.
• Guide customer success managers in conducting merchant business reviews and renewal discussions.
• Support appropriate merchant account expansion opportunities.
• Collaborate with sales on merchant growth and expansion strategies.
• Establish clear handoffs between merchant success and sales.
• Work with product and engineering on issues affecting merchant retention.
• Coordinate with technical support and customer success engineering teams.
• Improve onboarding and implementation handoffs that affect merchant adoption.
• Develop merchant retention and expansion playbooks.
• Establish consistent processes for documenting renewal risks and account opportunities.
• Build reporting that connects merchant success activities to recurring-revenue performance.
• Oversee important merchant escalations affecting account health.
• Coach team members on account management, commercial judgment, and merchant communication.

Skills

Customer success leadership

Account management

E-commerce experience

Data-driven decisions

Cross-functional collaboration

Tools

Salesforce

Gainsight

ChurnZero

Job description

Bask Health in the United States seeks a Head of Merchant Growth & Retention to lead merchant retention strategy, develop opportunities for existing account growth, and build a customer success organization that supports long-term merchant relationships.

You’ll drive onboarding, adoption, renewals, and expansion, collaborating with sales, product, and engineering, guiding a remote, cross-functional team to improve churn, retention, and recurring revenue.