[Hiring] Senior Customer Success Manager @Bask Health

Role Description

Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins: Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company.
• Intuition, Then Data: We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve.
• Miles, Not Inches: Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes.
• Customer-Obsession: We are obsessed with helping all our customers launch multi-billion-dollar companies with ease.
• Ownership & Accountability: We embody a culture of extreme ownership, accountability, and teamwork.

A look into the day to day:

• Building logic-based questionnaires (asynchronous visits) through the Bask software.
• Helping customers launch and upsell medications from start to finish.
• Triaging Bask software and order-related questions and issues that come up for any of your accounts, any time of the day.

Qualifications

• A self-starter who is passionate about enhancing the customer experience.
• Creative problem-solver, comfortable taking on new projects.
• Empathetic, self-aware, low ego, and extremely positive.
• Proficient in written and spoken communications.
• Experience in Customer Success, Client Services, or Customer Success at a SaaS organization (7+ years).
• Experience in e-commerce.
• Experience with large- to enterprise-sized customer book of business.
• Highly articulate, with effective communication skills.
• Highly organized, able to juggle multiple projects in a fast-paced environment.
• Comfortable collaborating with different teams (product, sales, marketing, etc.).

Requirements

• Work AI-first: Use LLMs as your starting point to draft communications and structure problems.
• Validate with real customers and iterate: Test approaches with real patients, providers, and partners.
• Make automation legible and trustworthy: Help customers understand what Bask's platform is doing on their behalf.
• Share AI-native workflows: Document prompts, processes, and workflows that work.
• Build strong relationships with Bask’s customers and own the full customer lifecycle.
• Partner with customer stakeholders to develop custom engagement initiatives.
• Manage all current customer data.
• Analyze customer engagement metrics and communicate value, trends, and opportunities.
• Deliver program demos and provide insightful technical answers.
• Finding comfort in working in a fast-paced startup environment.
• Believing no task is too small and no task is too tall.

Company Description