Head of Customer Success
New
B
BaskTelehealth platform
United Kingdom. Canada. United States, Working Hours East Coast Time 9am to 6pmFull-TimeExecutive
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in Customer Success, Account Management, or Client Services; 4+ years of experience leading Customer Success teams
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 10+ years of experience in Customer Success, Account Management, or Client Services.
- Have 4+ years of experience leading Customer Success teams, including hiring, coaching, and performance management.
- Bring experience in e-commerce.
- Have experience managing a large- to enterprise-sized customer book of business.
- Be comfortable collaborating with product, sales, marketing, and other teams.
- Be highly articulate and able to communicate effectively in speaking and writing.
- Be highly organized and able to manage multiple projects in a fast-paced environment.
- Be comfortable treating AI as a collaborator and developing AI-native workflows.
Responsibilities
- Hire, manage, coach, and develop Customer Success Managers, and set clear expectations.
- Design the team structure, account segmentation, and coverage model as the organization scales.
- Own net revenue retention, gross retention, churn, and expansion targets.
- Define and track customer health scores, engagement metrics, and leading indicators of risk and growth.
- Report customer outcomes, trends, and opportunities to the executive team with recommendations.
- Build scalable playbooks for onboarding, launch, adoption, QBRs, renewals, upsell, and escalations.
- Develop, document, and share AI-native prompts, workflows, and automations for Customer Success.
- Select and implement Customer Success tools and processes, and keep customer data actionable.
- Serve as executive sponsor for key and enterprise accounts, handle high-stakes escalations, and deliver strategic reviews.
- Partner with Product, Engineering, Sales, Operations, Pharmacy, and Support on customer feedback, account planning, expansion, and systemic issues.
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