[Hiring] Customer Success Lead @Bask Health

Role Description

We're looking for a Customer Success Lead to help guide Bask Health's customer success team, support important customer relationships, and improve how we deliver post-sale customer success. This is a hands-on leadership role for someone who enjoys working directly with customers while helping other Customer Success Managers become more effective.

• Oversee day-to-day customer success activities.
• Support team members with complex accounts.
• Ensure customers receive proactive, consistent communication.
• Help customers understand Bask Health's platform and identify practical ways to use its capabilities effectively.
• Support customer onboarding, activation, adoption, retention, and ongoing account management.
• Work with Customer Success Managers to identify onboarding challenges and address problems before they affect the customer relationship.
• Provide day-to-day guidance to team members handling customer questions, account concerns, and platform-related issues.
• Coach team members on customer communication, account planning, problem-solving, and managing difficult conversations.
• Review customer interactions and identify opportunities to improve service quality.
• Support customer success leadership with team performance monitoring and operational planning.
• Maintain direct involvement with selected customer accounts as needed.
• Help ensure customer information, account notes, and follow-up commitments are documented accurately.
• Identify customers who may be experiencing adoption challenges or declining engagement.
• Participate in customer business reviews and account planning discussions.
• Take ownership of important customer escalations when additional experience or coordination is needed.
• Collaborate with product managers to share customer feedback and recommend practical improvements.
• Help establish clear internal escalation practices so issues reach the right teams.
• Participate in regular team discussions to review customer challenges, share knowledge, and improve processes.
• Contribute to onboarding and training for new Customer Success Managers.
• Support leadership in reviewing customer success performance metrics.

Qualifications

• 5+ years of genuine post-sale customer success, account management, or closely related SaaS customer-facing experience.
• Demonstrated experience owning customer relationships after the sale, including onboarding, adoption, retention, or renewals.
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software.
• Strong understanding of e-commerce operations, direct-to-consumer businesses, and merchant needs.
• Experience mentoring, coaching, training, or leading other customer success professionals.
• Strong problem-solving skills and the ability to manage complex customer concerns.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage competing priorities and multiple customer needs.

Requirements

• Ability to provide practical guidance to team members handling complex customer situations.
• Experience managing a portfolio of customer accounts.
• Experience identifying customer risks and developing appropriate follow-up plans.
• Ability to handle customer escalations professionally and independently.
• Experience collaborating with technical support, product, or engineering teams.
• Experience using customer success or CRM platforms to track account activity.
• Experience maintaining accurate account documentation and customer follow-up records.
• Understanding of customer satisfaction, product adoption, and retention indicators.
• Ability to recognize appropriate account growth opportunities.
• Availability to collaborate during required U.S. Eastern Time working hours.

Benefits

• Opportunity to work in a growing software company.
• Collaborative team environment that values initiative and accountability.
• Support for continuous improvement and professional development.