Head of Merchant Growth & Retention

About Bask Health Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place. We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform. At Bask, merchant growth and retention start with understanding the businesses behind our customer accounts. We value people who know how online merchants operate, recognize what drives long-term customer relationships, and build teams that help entrepreneurs succeed while supporting sustainable business growth. About the Role We're looking for a Head of Merchant Growth & Retention to lead Bask Health's merchant retention strategy, develop opportunities for existing account growth, and build a customer success organization that supports long-term merchant relationships. This role combines merchant success leadership, commercial account strategy, customer retention, and operational execution. You'll be responsible for helping merchants achieve value from Bask Health while improving customer retention and identifying appropriate opportunities to expand existing relationships. Our merchants include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to launch, manage, and grow direct-to-consumer telehealth services. You'll bring a strong understanding of e-commerce operations, online storefronts, merchant economics, and the challenges entrepreneurs face when building and scaling businesses. You'll develop a merchant growth and retention strategy that aligns customer needs with Bask Health's broader business objectives. You'll define how the team approaches merchant onboarding, adoption, engagement, renewals, retention, and account expansion. You'll establish processes for understanding each merchant's business goals, platform usage, operational challenges, and potential growth opportunities.

You'll help the team recognize when merchants are successfully adopting the platform and when they may need additional support. You'll develop proactive strategies for identifying merchants at risk of leaving or reducing their engagement. You'll establish customer health monitoring practices that provide visibility into merchant retention risks. You'll work with customer success managers to ensure merchant goals, account priorities, and growth opportunities are clearly documented. You'll establish expectations for proactive merchant communication, account planning, and follow-through. You'll lead, coach, and develop customer success team members within the approved organizational structure. You'll help team members strengthen their commercial judgment, merchant relationship management, renewal preparation, and account growth skills. You'll build a team culture that values initiative, accountability, and a practical understanding of merchant businesses. You'll work with leadership to establish merchant segmentation and account coverage strategies. You'll help determine how resources should be allocated across strategic merchants, growing businesses, and smaller accounts. You'll develop performance metrics and reporting practices for merchant growth and retention. You'll monitor relevant indicators such as merchant churn, gross revenue retention, net revenue retention, renewals, expansion, and product adoption. You'll establish processes for understanding why merchants leave and identifying recurring causes of churn. You'll analyze merchant feedback, account engagement, and operational patterns to recommend improvements.