[Hiring] Merchant Success Lead @Bask Health

Role Description

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

• Oversee day-to-day merchant success operations.
• Support team members with complex accounts.
• Ensure proactive, consistent communication with merchants.
• Help merchants understand Bask Health's platform and its capabilities.
• Support merchant onboarding, activation, adoption, retention, and ongoing account management.
• Work with Customer Success Managers to identify onboarding challenges.
• Provide guidance to team members handling merchant questions and account concerns.
• Establish consistent expectations for merchant communication and account ownership.
• Coach team members on communication, account planning, and problem-solving.
• Review merchant interactions to improve service quality and customer outcomes.
• Support customer success leadership with team performance monitoring.
• Identify gaps in existing workflows and recommend improvements.
• Contribute to merchant success playbooks and training resources.
• Maintain direct involvement with selected merchant accounts as needed.
• Build relationships with entrepreneurs and business owners.
• Help merchants navigate common platform workflows.
• Monitor merchant health, platform adoption, and retention risks.
• Support renewal preparation and identify expansion opportunities.
• Participate in merchant business reviews and account planning discussions.
• Collaborate with technical support and customer success engineering teams.
• Identify recurring technical problems and communicate patterns to product and engineering teams.
• Support improvements to merchant education materials and self-service resources.
• Help establish clear internal escalation practices.
• Participate in regular team discussions to review merchant challenges.
• Contribute to onboarding and training new Customer Success Managers.
• Monitor relevant indicators such as onboarding progress and customer satisfaction.
• Balance merchant advocacy with operational efficiency.

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.
• Recent, substantive experience working directly with e-commerce businesses.
• Strong understanding of e-commerce operations and merchant needs.
• Experience mentoring, coaching, or leading other customer success professionals.
• Ability to provide practical guidance to team members.
• Strong problem-solving skills and the ability to manage complex merchant concerns.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage competing priorities and multiple merchant needs.
• Strong ownership mentality and willingness to take initiative.
• Availability to collaborate during required U.S. Eastern Time working hours.

Requirements

• Experience managing a portfolio of merchant or customer accounts.
• 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.
• Ability to recognize appropriate merchant account growth opportunities.
• Ability to work independently while collaborating with a remote team.

Benefits

• Support day-to-day merchant success operations and team execution.
• Help establish consistent merchant communication and account management standards.
• Develop and improve merchant success playbooks and internal documentation.
• Contribute to training and onboarding new Customer Success Managers.
• Promote accountability and consistent execution across the team.