[Hiring] Customer Success Associate @Bask Health

Role Description

We're looking for a Customer Success Associate, New Grad to support our Customer Success team and help entrepreneurs and e-commerce businesses get started with Bask Health. This is an entry-level position designed for someone who wants to build a career in SaaS Customer Success, account management, and merchant-facing operations.

• Work alongside experienced Customer Success Managers to support onboarding, customer communication, platform education, and ongoing account coordination.
• Learn how Bask Health works, how customers use the software, and what it takes to build successful long-term customer relationships.
• Help new customers understand the onboarding process and the steps involved in getting started.
• Assist Customer Success Managers with tracking onboarding milestones and outstanding customer tasks.
• Help organize information needed for customer setup and activation.
• Follow up with customers on routine onboarding questions and administrative next steps.
• Provide approved guidance on basic platform navigation and supported merchant-facing features.
• Help customers locate relevant documentation, tutorials, and support resources.
• Learn how different platform capabilities connect to the needs of e-commerce businesses.
• Support merchants who may be launching an online business for the first time.
• Communicate clearly and avoid assuming that every customer has technical experience.
• Recognize when a customer issue requires assistance from a more experienced Customer Success Manager.
• Document reported issues and escalate them through established procedures.
• Work with technical support teams when a platform problem requires specialized investigation.
• Provide accurate information about the customer's question and the steps already taken.
• Follow up on assigned customer requests and help ensure nothing is overlooked.
• Maintain organized records of customer interactions, account updates, and outstanding tasks.
• Use approved CRM and customer success tools to track assigned responsibilities.
• Help prepare customer account summaries and meeting notes.
• Support Customer Success Managers during customer meetings and onboarding calls.
• Document action items and help track follow-up commitments.
• Learn how to communicate professionally with founders, entrepreneurs, and business owners.
• Assist with customer education and platform adoption initiatives.
• Help identify common questions that new merchants ask during onboarding.
• Share recurring questions with the Customer Success team.
• Contribute to onboarding guides, help articles, and internal documentation.
• Help organize customer feedback and communicate recurring themes to the appropriate teams.
• Learn how customer feedback can inform product improvements.
• Work with Customer Success Managers to understand customer goals and priorities.
• Learn how merchants measure success when operating an online business.
• Develop familiarity with e-commerce concepts such as online storefronts, checkout flows, subscriptions, and customer acquisition.
• Learn how merchants use software to manage and grow their operations.
• Support routine customer engagement activities under the guidance of experienced team members.
• Help identify customers who may need additional education or follow-up.
• Learn how Customer Success teams monitor customer engagement, adoption, and retention.
• Assist with organizing account health information when requested.
• Help prepare customer success reports and internal summaries.
• Support administrative tasks that allow Customer Success Managers to focus on more complex customer relationships.
• Participate in team discussions about customer challenges and opportunities for improvement.
• Ask questions when you encounter unfamiliar workflows or customer requests.
• Take notes during training and apply feedback to improve your work.
• Gradually develop confidence in handling routine customer conversations independently.
• Learn how to prioritize customer requests based on established team procedures.
• Communicate proactively when you need assistance or additional information.
• Take responsibility for completing assigned tasks accurately and on time.
• Maintain a professional and helpful tone when communicating with customers.
• Remain patient when explaining software processes or answering repeated questions.
• Be comfortable learning new tools and adapting as the platform evolves.
• Collaborate with Customer Success, Support, Product, and Engineering teams when appropriate.
• Learn how different departments contribute to the customer experience.
• Understand when a customer request belongs to another team and how to route it appropriately.
• Recognize that clinical, pharmacy, and compliance decisions must be handled by authorized professionals.
• Never provide medical advice, make clinical decisions, or promise prescription-related outcomes.
• Follow approved privacy, security, and information-handling procedures.
• Use authorized systems for customer information and internal communications.
• Maintain accurate records and avoid sharing sensitive information through unapproved channels.
• Contribute to a team environment that values initiative, accountability, and continuous learning.
• Be encouraged to take ownership of your work while asking for guidance when needed.
• Help identify small process improvements that make customer support more organized and efficient.
• Develop the communication, organization, and problem-solving skills needed for a long-term career in Customer Success.
• Gain practical experience working with SaaS software, e-commerce businesses, and customer-facing teams.
• Learn how successful customer relationships are built through clear communication, reliable follow-through, and understanding customer needs.
• Support a team responsible for helping businesses get value from Bask Health's platform.

Qualifications

• Recent graduate, early-career professional, or candidate with equivalent practical experience.
• Interest in building a career in Customer Success, account management, or customer-facing SaaS operations.
• Strong written and verbal communication skills.
• Ability to communicate professionally with customers and internal team members.
• Strong organizational skills and attention to detail.
• Ability to manage assigned tasks and follow through on commitments.
• Comfortable learning and navigating web-based software platforms.
• Basic understanding of customer service and problem-solving principles.
• Willingness to learn about e-commerce businesses and online merchant operations.
• Ability to explain information clearly and ask questions when needed.
• Strong willingness to learn new software tools and internal processes.
• Ability to work independently while collaborating with a remote team.
• Comfortable receiving feedback and applying it to improve performance.
• Ability to recognize when a customer request requires escalation.
• Strong sense of accountability for assigned responsibilities.
• Ability to maintain accurate notes, records, and follow-up tasks.
• Comfortable using email, spreadsheets, and online collaboration tools.
• Ability to manage multiple assignments and competing priorities.
• Professional and respectful communication skills.
• Willingness to follow established support and customer success procedures.
• Understanding of the importance of privacy and secure information handling.
• Interest in working directly with entrepreneurs and business owners.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company with evolving processes.
• Strong initiative, curiosity, and willingness to take ownership.

Nice to Have

• Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field.
• Internship experience in Customer Success, customer support, account management, or SaaS.
• Experience working in a customer-facing role.
• Experience supporting customers through email, chat, or phone.
• Familiarity with Shopify, BigCommerce, or other e-commerce platforms.
• Personal experience operating a Shopify store, TikTok Shop, Amazon business, or other online store.
• Experience participating in an entrepreneurial project or student-run business.
• Familiarity with direct-to-consumer business models.
• Interest in software platforms used by entrepreneurs and online merchants.
• Experience using HubSpot, Salesforce, Zendesk, Intercom, or similar tools.
• Familiarity with Google Workspace or Microsoft Office.
• Experience maintaining spreadsheets or tracking project tasks.
• Experience preparing meeting notes and follow-up summaries.
• Experience assisting with customer onboarding or software training.
• Familiarity with online storefronts, checkout processes, and subscription businesses.
• Experience working in a startup or small business environment.
• Experience collaborating with remote teams.
• Interest in healthcare technology or telehealth software.
• Experience creating help articles, tutorials, or customer-facing documentation.
• Strong interest in learning customer retention, product adoption, and account management practices.