[Hiring] Merchant Success Manager @Bask Health

Role Description

We're looking for a Merchant Success Manager to help Bask Health's merchants successfully launch, operate, and grow their businesses using our software platform. This role is responsible for building long-term merchant relationships, supporting onboarding, driving platform adoption, and helping merchants achieve their business goals.

• Serve as the primary post-sale relationship owner for a portfolio of merchants using Bask Health to operate direct-to-consumer telehealth businesses.
• Work directly with merchants to understand their business models, customer journeys, operational challenges, and growth priorities.
• Develop a strong understanding of how Bask Health's platform supports merchant operations.
• Guide new merchants through onboarding and help them become comfortable using the platform.
• Coordinate with internal teams when merchants need technical assistance, additional configuration support, or clarification about available features.
• Support merchants as they move from initial setup into ongoing operations.
• Identify opportunities for merchants to improve their workflows and make better use of existing platform capabilities.
• Maintain regular communication with assigned merchants to understand their progress and identify emerging challenges.
• Proactively monitor merchant engagement, account health, and product usage.
• Identify merchants who may be struggling with onboarding, experiencing operational difficulties, or showing signs of disengagement.
• Support merchant retention by building strong relationships, following through on commitments, and demonstrating the ongoing value of the platform.
• Prepare for renewals and participate in renewal discussions within Bask Health's approved commercial processes.
• Conduct regular merchant check-ins and account reviews to discuss progress, adoption, challenges, and future priorities.
• Gather merchant feedback and share recurring needs, challenges, and opportunities with internal stakeholders.
• Maintain accurate records of merchant conversations, account health, renewal timelines, and outstanding action items.
• Use CRM and customer success tools to organize your portfolio and prioritize outreach.
• Work in a remote, cross-functional environment where clear communication, initiative, and personal accountability are important.

Qualifications

• At least 2 full years of genuine post-sale customer success or merchant success experience.
• Demonstrated ownership of customer or merchant relationships after the initial sale.
• Direct experience with customer onboarding, product adoption, retention, renewals, or expansion.
• Recent, substantive experience working directly with e-commerce merchants, online businesses, or merchant-facing commerce software.
• Strong understanding of e-commerce business models and merchant operations.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Strong problem-solving skills and proactive communication.
• Comfortable learning new software platforms and features.
• Availability to collaborate during required U.S. Eastern Time working hours.

Requirements

• Experience managing an assigned portfolio of merchant or customer accounts.
• Ability to build and maintain long-term relationships with business owners.
• Experience guiding customers through software onboarding.
• Ability to help merchants adopt and use SaaS products effectively.
• Experience identifying customer concerns and retention risks.
• Ability to support renewal and account growth conversations.
• Experience managing merchant escalations and coordinating internal follow-up.
• Ability to collaborate with product, engineering, and support teams.
• Experience using CRM or customer success management tools.
• Ability to maintain accurate account notes and customer records.

Benefits

• Support merchant success process improvements and playbook development.
• Help merchants identify opportunities to improve platform utilization.
• Coordinate with appropriate operations stakeholders when necessary.
• Escalate clinical and pharmacy concerns to authorized teams.
• Maintain clear and professional communication with merchants.
• Take ownership of merchant outcomes and follow through on commitments.