[Hiring] Customer Success Manager @Bask Health

Role Description

We're looking for a Customer Success Manager to help Bask Health's merchants successfully launch, manage, and grow their businesses using our software platform. This role is responsible for building strong customer relationships, guiding merchants through onboarding, driving product adoption, and supporting long-term retention and account growth.

• Serve as the primary post-sale point of contact for a portfolio of customers using Bask Health.
• Work closely with merchants to understand their business models, goals, challenges, and day-to-day workflows.
• Help customers navigate the platform and understand how its features can support their business needs.
• Guide new customers through onboarding and help them establish a strong foundation for ongoing platform usage.
• Coordinate with internal teams for technical assistance, configuration support, or clarification about available features.
• Maintain regular communication with accounts to understand progress and address concerns.
• Proactively monitor customer engagement, adoption, and account health.
• Identify customers who may be struggling with onboarding or showing signs of disengagement.
• Manage customer retention by building strong relationships and addressing concerns.
• Support renewal preparation and participate in renewal conversations.
• Conduct regular customer check-ins and business reviews.
• Work closely with technical support and customer success engineering teams to address complex platform issues.
• Gather customer feedback and communicate recurring needs or challenges to internal stakeholders.
• Maintain accurate records of customer conversations, account health, renewal timelines, and action items.
• Help improve onboarding materials, customer education resources, and customer success processes.
• Coordinate communication and follow-up for customer concerns requiring clinical or pharmacy involvement.
• Work in a remote, cross-functional environment where clear communication and personal accountability are important.

Qualifications

• At least 2 full years of genuine post-sale customer success experience.
• Demonstrated ownership of customer relationships after the initial sale.
• Direct experience with customer onboarding, product adoption, retention, renewals, or expansion.
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software.
• Strong understanding of e-commerce business models and merchant operations.
• Experience managing an assigned portfolio of customer accounts.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Experience using CRM or customer success management tools.
• 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

• Ability to build and maintain long-term customer relationships.
• Experience guiding customers through software onboarding.
• Ability to help customers adopt and use SaaS products effectively.
• Experience identifying customer concerns and retention risks.
• Ability to support renewal and account growth conversations.
• Experience managing customer escalations and coordinating internal follow-up.
• Ability to collaborate with product, engineering, and support teams.
• Ability to manage multiple accounts and competing priorities.
• Ability to maintain accurate account notes and customer records.
• Strong ownership mentality and commitment to customer outcomes.

Benefits

• Work in a remote, cross-functional environment.
• Opportunity to help customers adopt Bask Health successfully.
• Engage with a product-focused team that values ownership and technical excellence.

Nice to Have

• Experience working at an e-commerce SaaS company.
• Experience supporting Shopify merchants or the Shopify ecosystem.
• Familiarity with platforms such as Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar tools.
• Experience working directly with direct-to-consumer brands.
• Familiarity with subscription commerce and recurring-revenue models.
• Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar platforms.
• Experience conducting quarterly business reviews.
• Familiarity with healthcare technology or telehealth software.