Renewal Specialist supporting customer contract and subscription renewals at Rockwell Automation, a global manufacturing technology leader. Coordinating distributors, documentation, tracking, and renewal execution remotely across Canada and the USA.
About the role
- Head of Customer Success leading Bask’s telehealth customer lifecycle, retention, and expansion. Building the AI-first Customer Success team, operating model, and scalable customer playbooks.
Responsibilities
- Own the entire post-sale customer experience from onboarding and launch through retention, expansion, and renewal
- Lead and grow the Customer Success team
- Set the customer service strategy and operating model
- Own net revenue retention, gross retention, churn, and expansion targets
- Define and track customer health scores, engagement metrics, and risk and growth indicators
- Report customer outcomes, trends, and opportunities to the executive team
- Build scalable playbooks for onboarding, launch, adoption, QBRs, renewals, upsell, and escalations
- Lead the AI-native operating model, including prompts, workflows, and automations
- Select and implement Customer Success tooling and processes
- Serve as executive sponsor for key and enterprise accounts
- Personally handle high-stakes escalations
- Partner with customers on engagement initiatives and platform adoption
- Deliver program demos and strategic reviews
- Provide technical answers and recommend ways to use the Bask platform
- Validate approaches with customers, providers, and partners
- Partner with Product and Engineering on roadmap priorities
- Work with Sales on handoffs, account planning, and expansion opportunities
- Collaborate with Operations, Pharmacy, and Support to resolve systemic customer issues
Requirements
- 10+ years of experience in Customer Success, Account Management, or Client Services, ideally at a SaaS or platform company
- 4+ years of experience leading Customer Success teams, including hiring, coaching, and performance management
- Experience in e-commerce
- Experience with large- to enterprise-sized customer book of business
- Creative problem solver with a determination to succeed
- Independent and motivated, with the wisdom to seek help where needed
- An entrepreneur
- Highly articulate, ability to communicate effectively both when speaking and writing
- Highly organized, with the ability to juggle multiple projects in a fast-paced environment
- Comfortable collaborating with different teams (product, sales, marketing, etc.)
Benefits
- Remote Worldwide
- Working Hours East Coast Time 9am to 6pm
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