[Hiring] Customer Success Manager, Strategic Accounts @Bask Health

Role Description

We're looking for a Customer Success Manager, Strategic Accounts to build and manage long-term relationships with some of Bask Health's most important merchant customers. This role is responsible for helping strategic accounts successfully adopt the platform, achieve their business goals, maintain healthy relationships, and identify opportunities for continued growth.

• Serve as the primary post-sale relationship owner for an assigned portfolio of strategic customers using Bask Health to operate direct-to-consumer telehealth businesses.
• Develop a strong understanding of each customer's business model, goals, operational challenges, and priorities.
• Build relationships with founders, executives, business owners, and other key stakeholders.
• Help customers understand how Bask Health's platform can support their businesses and improve their operational workflows.
• Guide strategic customers through onboarding and coordinate with internal teams to support successful implementation.
• Help customers establish clear goals and develop account success plans aligned with their business objectives.
• Maintain regular communication with strategic accounts to understand their progress, challenges, and future priorities.
• Conduct structured account reviews to evaluate adoption, discuss business outcomes, and identify opportunities for improvement.
• Proactively monitor customer engagement, product usage, and account health.
• Identify early signs of dissatisfaction, operational difficulties, or potential churn.
• Work with customers and internal teams to address concerns before they become larger retention issues.
• Help prepare accounts for renewals and participate in renewal discussions within Bask Health's approved commercial processes.
• Identify opportunities for account expansion when additional platform capabilities align with customer needs.
• Collaborate with sales and leadership when expansion opportunities require additional commercial involvement.
• Understand the business impact of customer issues and prioritize communication accordingly.
• Coordinate with technical support and customer success engineering teams when customers encounter complex platform problems.
• Manage customer escalations while maintaining clear communication and accountability.
• Follow through on commitments and keep customers informed about relevant updates and next steps.
• Maintain accurate records of customer conversations, account health, renewal timelines, and outstanding action items.
• Use CRM and customer success tools to organize your portfolio and track important account information.
• Help identify recurring challenges across strategic accounts and recommend improvements to customer success processes.
• Contribute to customer education resources, account management playbooks, and retention initiatives.
• Recognize when a concern requires involvement from the appropriate clinical, pharmacy, compliance, or technical team.
• Coordinate communication and follow-up without making clinical or pharmacy decisions outside your responsibilities.
• Work in a remote, cross-functional environment where clear communication, initiative, and accountability are important.

Qualifications

• 3+ years of relevant customer success, strategic 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 businesses, online merchants, or merchant-facing commerce software.
• E-commerce experience within approximately the past 4 years.
• Strong understanding of e-commerce business models and merchant operations.
• Experience managing an assigned portfolio of customer accounts.
• Ability to build relationships with founders, business owners, and executive stakeholders.
• Experience guiding customers through software onboarding.
• Ability to help customers adopt and use SaaS products effectively.
• Experience developing customer success plans or account strategies.
• Ability to identify customer concerns and retention risks.
• Experience supporting renewal and account growth conversations.
• Strong written and verbal communication skills.
• Experience conducting customer check-ins or business reviews.
• Ability to understand customer business goals and recommend practical solutions.
• Experience managing customer escalations and coordinating internal follow-up.
• Ability to collaborate with product, engineering, and support teams.
• Strong organizational skills and attention to detail.
• Ability to manage multiple accounts and competing priorities.
• Experience using CRM or customer success management tools.
• Ability to maintain accurate account notes and customer records.
• Strong problem-solving skills and proactive communication.
• Comfortable learning new software platforms and features.
• Ability to work independently in a remote environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and commitment to customer outcomes.

Requirements

• Experience managing high-value or strategic merchant accounts.
• Experience working at an e-commerce SaaS company.
• Experience supporting Shopify merchants or the Shopify ecosystem.
• Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar tools.
• Experience working directly with direct-to-consumer brands.
• Experience supporting entrepreneurs or online store owners.
• Personal experience operating an e-commerce business.
• Familiarity with subscription commerce and recurring-revenue models.
• Experience supporting merchant onboarding and activation.
• Understanding of online checkout and payment workflows.
• Experience with customer retention and expansion initiatives.
• Familiarity with customer health scoring.
• Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar platforms.
• Experience conducting quarterly or executive business reviews.
• Experience managing customers with technical software requirements.
• Familiarity with APIs, integrations, or merchant platform configuration.
• Experience working with customer success engineering teams.
• Experience improving onboarding processes or customer education materials.
• Familiarity with healthcare technology or telehealth software.
• Experience using customer data to guide strategic account decisions.