Merchant Success Leader for Ecommerce SaaS

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

Job summary

Bask Health is seeking a Head of Merchant Success to lead our merchant-facing customer success strategy and drive long-term value for ecommerce operators, healthcare businesses, and direct-to-consumer brands using our platform.

You will build and lead a high-performing team, define onboarding, adoption, renewal, and expansion playbooks, and partner with sales, product, and engineering to remove friction, reduce churn, and grow merchant lifetime value across the post-sale lifecycle.

Qualifications

• 10+ years of experience in customer success, account management, client services, or related post-sale function.
• At least 4 years of direct leadership experience managing customer success or account management teams.
• Experience leading post-sale customer success strategy and operations.
• Experience working with e-commerce businesses, online merchants, or merchant-facing commerce software.

Responsibilities

• Lead Bask Health's merchant-facing customer success strategy and operations.
• Develop scalable onboarding, adoption, retention, and expansion processes.
• Coach and develop merchant-facing team members within the org.
• Establish account ownership and customer communication standards.
• Build playbooks for onboarding, adoption, renewals, retention, and expansion.
• Collaborate with sales, product, and engineering on merchant challenges and feedback.

Skills

Customer success leadership

E-commerce knowledge

Team management

Strategic account management

Cross-functional collaboration

Tools

Salesforce

HubSpot

Gainsight

ChurnZero

Job description

Bask Health is seeking a Head of Merchant Success to lead our merchant-facing customer success strategy and drive long-term value for ecommerce operators, healthcare businesses, and direct-to-consumer brands using our platform.

You will build and lead a high-performing team, define onboarding, adoption, renewal, and expansion playbooks, and partner with sales, product, and engineering to remove friction, reduce churn, and grow merchant lifetime value across the post-sale lifecycle.