Customer Success Manager, Growth Accounts

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 means understanding the businesses behind our customer accounts. We value people who take initiative, build strong relationships, understand how online businesses operate, and help customers get meaningful value from our software as their needs evolve.

About the Role

We're looking for a Customer Success Manager, Growth Accounts to manage relationships with growing businesses using Bask Health's telehealth platform.

This is a hands-on post-sale customer success role focused on helping merchants adopt the platform, achieve their business goals, remain engaged, and identify appropriate opportunities for continued growth.

You'll manage a portfolio of customer accounts and take responsibility for their ongoing success after the initial sale.

Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to launch, manage, and grow direct-to-consumer telehealth services.

You'll work closely with merchants who are developing their operations, increasing their platform usage, and navigating the challenges of growing an online business.

You'll bring a practical understanding of e-commerce, merchant-facing software, and the challenges businesses face when launching and scaling direct-to-consumer operations.

You'll build relationships with founders, business owners, and other customer stakeholders.

You'll take time to understand each customer's business model, goals, priorities, and current use of the platform.

You'll help customers identify practical ways to use Bask Health's supported capabilities effectively.

You'll guide customers through onboarding and help them understand the steps involved in getting started.

You'll work with internal teams to address onboarding challenges and help customers make progress toward activation.

You'll maintain ongoing communication with customers after onboarding is complete.

You'll help customers understand relevant platform features and workflows.

You'll provide guidance on supported merchant-facing capabilities and direct customers to specialized teams when necessary.

You'll work with customers at different stages of growth, from recently launched businesses to merchants with more established operations.

You'll adapt your communication and account management approach based on each customer's experience, needs, and business priorities.

You'll help customers identify obstacles that may be limiting their adoption of the platform.

You'll develop appropriate follow-up plans to address adoption challenges.

You'll monitor customer engagement and recognize signs of declining platform usage.

You'll proactively reach out to customers when additional guidance or attention may be helpful.

You'll maintain clear account plans that document customer goals, progress, risks, and next steps.

You'll take ownership of assigned customer relationships and follow through on commitments.

You'll help customers understand how different supported platform capabilities relate to their business operations.

Bask Health's platform includes merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll develop a strong understanding of the merchant-facing aspects of these workflows.

You'll help customers navigate platform configuration and usage questions within the responsibilities of the customer success team.

You'll recognize when a technical issue requires assistance from customer success engineering or technical support.

You'll coordinate with the appropriate team to investigate customer-impacting platform problems.

You'll provide clear information about reported issues and the customer's business impact.

You'll communicate approved updates to customers while issues are being addressed.

You'll follow through on escalations and help ensure customers understand the next steps.

You'll work with product and engineering teams to communicate recurring customer challenges and usability concerns.

You'll help identify patterns that affect onboarding, adoption, and long-term account engagement.

You'll share customer feedback that may inform future product improvements.

You'll help customers understand newly available platform capabilities when relevant to their needs.

You'll avoid promising unsupported functionality or unapproved product changes.

You'll identify customers who may benefit from expanding their use of existing platform capabilities.

You'll recognize appropriate opportunities for additional supported services, features, or account growth.

You'll coordinate expansion opportunities with customer success leadership or sales according to approved processes.

You'll ensure expansion recommendations are grounded in customer needs rather than unnecessary upselling.

You'll support renewal preparation and help maintain strong relationships throughout the customer lifecycle.

You'll identify potential retention risks and take proactive steps to address them.

You'll work with leadership on situations that may affect a customer's decision to continue using Bask Health.

You'll help maintain a positive customer relationship during difficult or complex situations.

You'll participate in customer business reviews and account planning conversations.

You'll discuss customer goals, adoption progress, operational challenges, and appropriate next steps.

You'll maintain accurate records of customer interactions, account status, and follow-up commitments.

You'll use approved customer success and CRM tools to organize your portfolio.

You'll track onboarding progress, customer engagement, account risks, and relevant growth opportunities.

You'll help monitor customer success metrics such as activation, adoption, retention, and account health.

You'll contribute to reporting on the performance and needs of assigned growth accounts.

You'll manage multiple customer relationships while maintaining consistent communication and follow-through.

You'll prioritize work based on customer needs, account risks, and established team expectations.

You'll help create repeatable processes for supporting growing merchant accounts.

You'll contribute to customer success playbooks, onboarding resources, and internal documentation.

You'll share practical insights that help the team improve how it supports entrepreneurs and growing businesses.

You'll collaborate with other Customer Success Managers to share knowledge and resolve common challenges.

You'll work with sales teams to improve handoffs and maintain continuity after a customer signs up.

You'll coordinate with customer support teams when issues require additional investigation or specialized assistance.

You'll work with customer success leadership to identify opportunities for improving retention and customer engagement.

You'll recognize when a customer request involves clinical, pharmacy, or compliance matters.

You'll direct those requests to the appropriate licensed or authorized teams.

You'll never provide medical advice, make clinical decisions, or promise prescription-related outcomes.

You'll follow approved privacy, security, and information-handling procedures.

You'll communicate clearly and professionally with customers and internal stakeholders.

You'll be comfortable speaking directly with entrepreneurs who expect practical answers and timely follow-through.

You'll take initiative when you recognize a customer problem rather than waiting for someone else to address it.

You'll balance proactive relationship management with the daily responsibilities of managing an active account portfolio.

You'll stay organized when working with customers who have different priorities and levels of platform experience.

You'll take responsibility for helping customers achieve value from Bask Health while supporting strong retention and appropriate account growth.

We're looking for someone with at least two years of genuine post-sale customer success experience and recent, meaningful e-commerce exposure.

You should understand how online merchants operate and have experience supporting customers through onboarding, adoption, ongoing account management, and retention.

You should be comfortable managing multiple accounts, communicating with business owners, solving problems, and identifying opportunities to strengthen customer relationships.

Success in this role means helping growth-stage merchants adopt the platform, maintain engagement, achieve meaningful business outcomes, and develop long-term relationships with Bask Health.

What You'll Do

• Manage a portfolio of growing merchant and customer accounts.
• Own post-sale customer relationships from onboarding through ongoing account management.
• Build strong relationships with entrepreneurs, founders, and business owners.
• Understand each customer's business model, goals, and platform needs.
• Guide customers through onboarding, activation, and adoption.
• Help customers understand supported Bask Health capabilities.
• Identify onboarding challenges and coordinate appropriate solutions.
• Maintain proactive communication with assigned accounts.
• Monitor customer engagement and platform adoption.
• Identify customers who may be at risk of disengaging or leaving.
• Develop follow-up plans to address customer concerns and retention risks.
• Maintain accurate account plans, notes, and follow-up commitments.
• Support renewal preparation and ongoing customer retention.
• Identify appropriate opportunities for additional platform adoption.
• Recognize account expansion opportunities based on customer needs.
• Coordinate expansion opportunities with leadership or sales.
• Participate in customer business reviews and account planning.
• Help customers understand relevant platform workflows and capabilities.
• Coordinate with technical support and customer success engineering on platform issues.
• Follow through on customer escalations and provide approved updates.
• Share recurring customer feedback with product and engineering teams.
• Identify common challenges affecting growing merchant accounts.
• Help improve onboarding, adoption, and customer education resources.
• Track relevant customer success metrics and account health indicators.
• Maintain accurate information in approved CRM and customer success systems.
• Collaborate with sales to support effective post-sale handoffs.
• Work with customer success leadership on account risks and priorities.
• Contribute to customer success playbooks and internal documentation.
• Follow approved privacy, security, and information-handling procedures.
• Escalate clinical, pharmacy, and compliance matters to authorized teams.
• Manage multiple customer relationships with strong organization and follow-through.
• Take ownership of assigned accounts and their ongoing customer success.

Requirements

• At least 2 full years of genuine post-sale customer success experience, including direct ownership of customer relationships.
• Demonstrated responsibility for onboarding, adoption, ongoing account management, retention, or renewals.
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software.
• Strong understanding of e-commerce operations and direct-to-consumer business models.
• Experience managing a portfolio of customer accounts.
• Ability to build relationships with entrepreneurs, founders, and business owners.
• Experience guiding customers through software onboarding and adoption.
• Ability to understand customer business goals and connect them to supported product capabilities.
• Experience identifying customer engagement challenges and retention risks.
• Strong customer communication and relationship management skills.
• Ability to manage customer concerns and follow through on unresolved issues.
• Experience collaborating with technical support, product, or engineering teams.
• Ability to explain software workflows clearly to non-technical customers.
• Experience maintaining accurate customer records, account notes, and follow-up commitments.
• Familiarity with CRM or customer success management tools.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer accounts and competing priorities.
• Experience identifying opportunities for increased product adoption.
• Understanding of how customer success contributes to retention and account growth.
• Strong problem-solving skills and willingness to take initiative.
• Ability to recognize when customer requests require specialized assistance.
• Experience working collaboratively with sales or other customer-facing teams.
• Ability to work independently while collaborating with a remote team.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company where processes and priorities may evolve.
• Strong ownership mentality and accountability for customer outcomes.

Nice to Have

• Experience as a Customer Success Manager at an e-commerce SaaS company.
• Experience supporting Shopify merchants or direct-to-consumer brands.
• Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce platforms.
• Personal experience building or operating an e-commerce business.
• Experience supporting small and midsize online businesses.
• Experience working with entrepreneurs who are actively scaling their operations.
• Experience managing a high-volume portfolio of growth-stage accounts.
• Experience developing customer onboarding and adoption plans.
• Experience identifying account expansion or upsell opportunities.
• Experience supporting customer renewals and retention initiatives.
• Familiarity with gross revenue retention, net revenue retention, or account health metrics.
• Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools.
• Experience conducting customer business reviews.
• Experience supporting customers through technical onboarding challenges.
• Experience collaborating with customer success engineering teams.
• Familiarity with online storefronts, checkout, subscriptions, and payment workflows.
• Experience improving customer education and self-service resources.
• Experience developing customer success playbooks or account management processes.
• Experience supporting healthcare technology or telehealth businesses.
• Experience working directly with founders or senior business stakeholders.