[Hiring] Senior Customer Success Manager @Bask Health

Role Description

We're looking for a Senior Customer Success Manager, Strategic Accounts to own and grow relationships with some of Bask Health's most important merchant customers. This role is responsible for the long-term success of strategic accounts, from onboarding and adoption through retention, renewals, and expansion.

• Serve as a primary post-sale relationship owner for a portfolio of high-value customers using Bask Health to operate and grow their telehealth businesses.
• Develop a deep understanding of each customer's business model, goals, challenges, and growth opportunities.
• Help customers understand how to use Bask Health's platform to support their operations and achieve measurable business outcomes.
• Work across merchant storefronts, patient experiences, questionnaires, clinical workflows, pharmacy operations, and other platform capabilities.
• Take ownership of complex accounts that require thoughtful planning, strong communication, and cross-functional coordination.
• Build trusted relationships with founders, business owners, executives, and other key decision-makers.
• Understand both the day-to-day operational needs of your accounts and the broader business objectives driving their decisions.
• Lead strategic account planning and develop customer success plans that align platform adoption with customer priorities.
• Guide customers through onboarding, implementation coordination, product adoption, and ongoing optimization.
• Proactively monitor account health and identify risks before they become larger retention issues.
• Work directly with customers to understand adoption challenges, operational friction, and opportunities to improve their experience.
• Lead regular strategic business reviews to evaluate progress, discuss performance, and align on next steps.
• Prepare accounts for renewals and manage renewal conversations within the approved commercial process.
• Identify expansion opportunities when additional platform capabilities or services can support a customer's business objectives.
• Collaborate with sales and company leadership when expansion opportunities require commercial negotiations or broader strategic involvement.
• Coordinate closely with product, engineering, technical support, and operations teams to resolve complex customer challenges.
• Advocate for customer needs internally while setting realistic expectations about product capabilities, timelines, and available solutions.
• Maintain accurate customer records, account plans, renewal timelines, risk assessments, and follow-up commitments.
• Use customer data, adoption signals, and business feedback to guide your account management strategy.
• Help identify recurring customer challenges and contribute ideas for improving onboarding, adoption, and retention processes.
• Provide guidance to less-experienced CSMs and share effective approaches for managing strategic accounts.
• This is an individual-contributor role with significant account ownership, rather than a formal people-management position.

Qualifications

• 5+ 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 with e-commerce businesses, online merchants, or merchant-facing commerce platforms.
• E-commerce experience within approximately the past 4 years.
• Experience managing high-value or strategically important customer accounts.
• Proven ability to build long-term relationships with business owners and executive stakeholders.
• Strong understanding of customer lifecycle management.
• Experience developing customer success plans and account strategies.
• Ability to identify and manage customer retention risks.
• Experience participating in or owning renewal processes.
• Ability to recognize appropriate expansion opportunities.
• Strong commercial judgment and customer relationship management skills.
• Experience managing complex customer escalations.
• Ability to coordinate effectively with technical and operational teams.
• Strong written and verbal communication skills.
• Experience conducting customer business reviews or strategic account meetings.
• Ability to translate product capabilities into customer business value.
• Comfortable discussing customer performance, adoption, and business objectives.
• Experience using CRM or customer success management tools.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer priorities and deadlines.
• Independent problem-solving and decision-making skills.
• Comfortable working in a remote, cross-functional environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Ability to take ownership of customer outcomes and follow through on commitments.

Requirements

• Experience working at a Shopify ecosystem company or e-commerce SaaS platform.
• Background supporting direct-to-consumer brands or online merchants.
• Experience with platforms such as Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce tools.
• Experience managing enterprise or strategic merchant accounts.
• Experience supporting founders or entrepreneurial customers.
• Familiarity with subscription commerce and recurring-revenue business models.
• Experience with customer expansion and account growth strategies.
• Experience building executive-level account relationships.
• Experience conducting quarterly or executive business reviews.
• Familiarity with customer health scoring and churn prediction.
• Experience using Gainsight, ChurnZero, Salesforce, HubSpot, or similar systems.
• Experience supporting customers through technical integrations.
• Understanding of APIs, payment systems, or online checkout workflows.
• Experience working with product and engineering teams.
• Familiarity with customer segmentation and account prioritization.
• Experience improving customer success playbooks and operational processes.
• Experience mentoring junior customer success professionals.
• Familiarity with healthcare technology or telehealth software.
• Experience working in a rapidly evolving SaaS environment.
• Experience using data to support retention and expansion decisions.