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.
About the role
- Senior Customer Success Associate managing enterprise accounts for Caribou's strategic markets. Supporting customer adoption and driving results through training, analytics, and project management.
Responsibilities
- Support Strategic Markets CSMs and the Head of Strategic Markets in servicing a portfolio of enterprise accounts
- Eventually own a growing portfolio of accounts as the primary point of contact
- Build decks and materials, and lead standard customer calls
- Onboard new customers, drive adoption, and manage change throughout implementation
- Deliver product training and coaching across the customer lifecycle
- Monitor usage and engagement metrics, and recommend ways customers can get more value from the product
- Triage and project manage customer issues to resolution
- Partner with teams across Caribou to solve customer problems and unlock value
- Help build and iterate on our enterprise customer success playbook
- Occasional travel to US to meet your customers
Requirements
- 2+ years professional work experience (customer-facing roles, managing relationships in consulting, high-growth startups, or home care/healthcare a plus)
- Track record of driving results with customers, stakeholders and teammates
- Comfortable working with data and using metrics to draw meaningful conclusions
- Strong problem-solver who can navigate ambiguity and find practical solutions
- Excellent written and verbal communication
- Highly organized with sharp attention to detail and the ability to juggle priorities
- Low ego, strong work ethic, and able to learn independently
- Genuinely motivated by Caribou’s mission
- Nice to have: SaaS lifecycle knowledge
Benefits
- Competitive salary
- Stock options
- Healthcare benefits
- Summer half-days
- Hybrid work-culture
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