[Hiring] Merchant Adoption & Retention Manager @Bask Health

Role Description

We're looking for a Merchant Adoption & Retention Manager to help e-commerce businesses successfully adopt Bask Health's telehealth platform, maintain consistent engagement, and continue seeing value from the software. This is a hands-on post-sale customer success position with a specialized focus on merchant activation, adoption, retention, and reducing preventable customer churn.

• Work with entrepreneurs, online merchants, and growing businesses to understand their use of Bask Health.
• Identify factors contributing to strong customer engagement and warning signs of potential churn.
• Develop a strong understanding of the merchant-facing platform experience and steps for successful adoption.
• Assist recently onboarded merchants in transitioning from initial setup to active platform usage.
• Identify situations where customers have completed onboarding but are not consistently using the platform.
• Collaborate with Customer Success Managers and internal teams to identify obstacles limiting customer engagement.
• Develop structured adoption plans based on each merchant's business goals and current platform usage.
• Provide guidance on platform capabilities relevant to merchant needs.
• Adapt communication and support approaches based on customer experience and business needs.
• Build relationships with entrepreneurs, founders, and business owners.
• Investigate challenges related to product understanding, operational processes, technical issues, or unmet expectations.
• Proactively engage struggling merchants and help them understand how platform workflows fit into their operations.
• Coordinate with onboarding and customer success teams to improve transitions between customer lifecycle stages.
• Monitor customer engagement indicators to identify adoption trends and risks of churn.
• Develop proactive retention plans for merchants showing signs of disengagement.
• Track retention risks, customer concerns, and follow-up commitments in approved systems.
• Participate in discussions about customers considering cancellation or non-renewal.
• Support renewal readiness by helping merchants recognize the value they receive from the platform.
• Collaborate with sales, onboarding, customer success, technical support, product, and engineering teams.
• Maintain professional communication with dissatisfied customers and manage multiple merchant relationships.
• Take ownership of assigned adoption and retention activities and follow through on commitments.

Qualifications

• At least 2 full years of genuine post-sale Customer Success experience with direct responsibility for customer relationships.
• Demonstrated ownership of customer onboarding, adoption, ongoing engagement, retention, or renewals.
• Recent, substantive experience working with e-commerce merchants, online stores, or merchant-facing commerce software.
• Strong understanding of e-commerce operations and direct-to-consumer business models.
• Experience helping customers adopt and consistently use SaaS products.
• Ability to identify customer engagement challenges and potential retention risks.
• Strong customer communication and relationship management skills.
• Experience developing customer follow-up plans or adoption strategies.
• Familiarity with customer retention, renewal support, or churn prevention processes.
• Strong organizational skills and attention to detail.

Requirements

• Experience building relationships with entrepreneurs, founders, or business owners.
• Ability to investigate reasons for customer dissatisfaction or declining engagement.
• Experience managing customer concerns and coordinating appropriate solutions.
• Familiarity with CRM or customer success management tools.
• Strong written and verbal communication skills.
• Ability to manage multiple merchant relationships or customer success initiatives.
• Strong problem-solving skills and willingness to take initiative.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company with evolving processes and priorities.

Benefits

• Opportunity to work in a dynamic and entrepreneurial environment.
• Collaborative team culture focused on ownership and continuous improvement.
• Engagement with a diverse range of e-commerce businesses.