Customer Success Manager

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, customer success plays an important role in helping businesses get value from the platform. We value clear communication, strong customer relationships, proactive problem-solving, and people who take ownership of customer outcomes.

About the Role

We're looking for a Customer Success Manager to help Bask Health's merchants successfully launch, manage, and grow their businesses using our software platform.

This role is responsible for building strong customer relationships, guiding merchants through onboarding, driving product adoption, and supporting long-term retention and account growth.

You'll serve as the primary post-sale point of contact for a portfolio of customers using Bask Health to operate direct-to-consumer telehealth businesses.

Our customers include entrepreneurs, e-commerce operators, business owners, and healthcare businesses that rely on our platform to support important parts of their operations.

You'll work closely with merchants to understand their business models, goals, challenges, and day-to-day workflows.

You'll help customers navigate the platform and understand how its features can support their business needs.

Bask Health brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy operations, and other business capabilities.

You'll develop a working understanding of these features so you can help customers use the platform effectively.

You'll guide new customers through onboarding and help them establish a strong foundation for ongoing platform usage.

You'll coordinate with internal teams when customers need technical assistance, configuration support, or clarification about available features.

You'll help merchants understand how to use supported platform capabilities and identify opportunities to improve their workflows.

You'll maintain regular communication with your accounts to understand their progress and address concerns before they become larger problems.

You'll proactively monitor customer engagement, adoption, and account health.

You'll identify customers who may be struggling with onboarding, experiencing operational challenges, or showing signs of disengagement.

You'll work with those customers to understand the underlying issues and develop practical plans to improve their experience.

You'll help manage customer retention by building strong relationships, addressing concerns, and demonstrating the ongoing value of the platform.

You'll support renewal preparation and participate in renewal conversations according to Bask Health's commercial processes.

You'll also identify appropriate expansion opportunities when additional platform capabilities align with customer needs.

You'll collaborate with sales and leadership when expansion discussions require additional commercial involvement.

You'll conduct regular customer check-ins and business reviews to discuss progress, challenges, and upcoming priorities.

You'll help customers understand product updates and how new features may benefit their businesses.

You'll work closely with technical support and customer success engineering teams to address complex platform issues.

You'll coordinate with product and engineering teams when customers report software problems or request functionality improvements.

You'll keep customers informed about the status of their issues and ensure that follow-up commitments are completed.

You'll gather customer feedback and communicate recurring needs or challenges to internal stakeholders.

You'll maintain accurate records of customer conversations, account health, renewal timelines, and action items.

You'll use CRM and customer success tools to organize your accounts and prioritize your work.

You'll also help improve onboarding materials, customer education resources, and customer success processes.

Because Bask Health operates in healthcare-related environments, you'll need to understand when a customer concern requires involvement from the appropriate clinical, pharmacy, compliance, or technical team.

You'll be responsible for coordinating communication and follow-up without making clinical or pharmacy decisions outside your role.

You'll work in a remote, cross-functional environment where clear communication and personal accountability are important.

We're looking for someone who understands e-commerce businesses and has meaningful experience owning customer relationships after the sale.

You should be comfortable working with entrepreneurs, business owners, and merchant operators who expect practical solutions and responsive communication.

You'll need to be organized, proactive, and capable of managing multiple customer relationships without constant supervision.

Success in this role means helping customers adopt Bask Health successfully, maintain healthy accounts, renew their relationships, and find additional value in the platform over time.

What You'll Do

• Own a portfolio of customer accounts throughout the post-sale lifecycle.
• Serve as the primary relationship owner for assigned merchants.
• Build strong relationships with entrepreneurs, e-commerce operators, and business owners.
• Guide new customers through onboarding and platform adoption.
• Coordinate customer transitions from sales to customer success.
• Develop customer success plans aligned with business goals.
• Understand each customer's business model, workflows, and priorities.
• Help customers navigate Bask Health's platform and available features.
• Support adoption of merchant storefront and checkout capabilities.
• Help customers understand questionnaire and other supported platform workflows.
• Conduct regular customer check-ins and account reviews.
• Monitor product adoption, engagement, and customer health.
• Identify early signs of customer dissatisfaction or churn risk.
• Develop proactive retention plans for at-risk accounts.
• Support customer renewals and related account conversations.
• Identify appropriate opportunities for account expansion.
• Collaborate with sales on commercial growth opportunities.
• Coordinate technical troubleshooting with support and engineering teams.
• Manage customer escalations and maintain clear follow-up communication.
• Communicate product updates and relevant feature improvements.
• Gather customer feedback and share insights with internal teams.
• Maintain accurate CRM records and account documentation.
• Track customer goals, renewal timelines, and outstanding action items.
• Help customers identify opportunities to improve platform utilization.
• Collaborate with product teams on recurring customer challenges.
• Recommend improvements to customer onboarding and education materials.
• Support customer success process improvements and playbook development.
• Use available customer data to prioritize outreach and account activities.
• Coordinate with appropriate operations stakeholders when necessary.
• Escalate clinical and pharmacy concerns to authorized teams.
• Maintain clear and professional communication with customers.
• Take ownership of customer outcomes and follow through on commitments.

Requirements

• At least 2 full years of genuine post-sale customer success experience.
• Demonstrated ownership of customer relationships after the initial sale.
• Direct experience with customer onboarding, product adoption, retention, renewals, or expansion.
• Recent, substantive experience working 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 and maintain long-term customer relationships.
• Experience guiding customers through software onboarding.
• Ability to help customers adopt and use SaaS products effectively.
• Experience identifying customer concerns and retention risks.
• Ability to support renewal and account growth conversations.
• Strong written and verbal communication skills.
• Experience working directly with business owners or customer decision-makers.
• 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.

Nice to Have

• Experience working at an e-commerce SaaS company.
• Experience supporting Shopify merchants or the Shopify ecosystem.
• Familiarity with platforms such as 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 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 working in an entrepreneurial SaaS environment.
• Experience using customer data to guide account management decisions.