[Hiring] Senior Merchant Success Manager @Bask Health

Role Description

We're looking for a Senior Merchant Success Manager to help Bask Health's merchants successfully launch, operate, and grow their businesses using our platform. This role is responsible for managing long-term relationships with merchants and helping them achieve meaningful business outcomes through product adoption, operational improvements, and ongoing support.

• Serve as a primary post-sale relationship owner for a portfolio of merchants, including entrepreneurs, direct-to-consumer operators, and businesses building telehealth experiences.
• Develop a strong understanding of how platform capabilities connect to the merchant's overall business.
• Help new merchants navigate onboarding, understand available features, and establish workflows that support their business goals.
• Manage merchants with more complex needs, higher business impact, or greater operational requirements.
• Build relationships with merchant founders, business owners, operators, and other key stakeholders.
• Provide practical recommendations for improving platform adoption and operational efficiency.
• Proactively identify opportunities for merchants to make better use of available platform features.
• Coordinate with internal teams to resolve technical issues, product limitations, or workflow challenges.
• Monitor merchant engagement, product usage, and account health to identify potential risks.
• Develop retention plans that address merchant concerns and support long-term relationships.
• Conduct merchant business reviews to discuss progress, adoption, operational challenges, and future priorities.
• Share merchant feedback with product and engineering teams to help inform future improvements.
• Support the development of internal merchant success processes and share best practices with less-experienced team members.

Qualifications

• 5+ years of relevant customer success, merchant success, account management, or closely related post-sale experience.
• At least 2 full years of genuine post-sale customer success ownership.
• Demonstrated responsibility for customer onboarding, adoption, retention, renewals, or expansion.
• Recent, substantive experience working directly with e-commerce merchants or merchant-facing commerce software.
• Strong understanding of online merchant operations and direct-to-consumer business models.
• Proven ability to build long-term relationships with business owners and key stakeholders.
• Strong written and verbal communication skills.
• Comfortable working in a remote, cross-functional environment.

Requirements

• Experience managing a portfolio of merchant or customer accounts.
• Experience guiding customers through software onboarding and adoption.
• Ability to understand merchant business objectives and recommend practical solutions.
• Experience identifying and managing customer retention risks.
• Experience participating in or owning renewal processes.
• Ability to recognize appropriate merchant growth and expansion opportunities.
• Strong commercial judgment and customer relationship management skills.
• Experience handling complex customer or merchant escalations.
• Ability to coordinate effectively with product, engineering, and operational teams.
• Experience conducting customer or merchant business reviews.
• Experience using CRM or customer success management tools.
• Strong organizational skills and attention to detail.
• Independent problem-solving and decision-making skills.
• Availability to collaborate during required U.S. Eastern Time working hours.

Benefits

• Opportunity to work in a dynamic and entrepreneurial environment.
• Engagement with a product-focused team that values ownership and technical excellence.
• Ability to help businesses make the most of the platform.