Merchant 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, merchant success is about helping businesses make the most of the platform. We value strong relationships, clear communication, proactive problem-solving, and people who take ownership of helping merchants succeed.

About the Role

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

This role is responsible for building long-term merchant relationships, supporting onboarding, driving platform adoption, and helping merchants achieve their business goals.

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

Our merchants include entrepreneurs, online business owners, e-commerce operators, and organizations launching or managing healthcare-related businesses.

You'll work directly with merchants to understand their business models, customer journeys, operational challenges, and growth priorities.

You'll develop a strong understanding of how Bask Health's platform supports merchant operations.

Our software brings together online storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll help merchants understand how these different features work together and how to use them effectively.

You'll guide new merchants through onboarding and help them become comfortable using the platform.

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

You'll support merchants as they move from initial setup into ongoing operations.

You'll help identify opportunities for merchants to improve their workflows and make better use of existing platform capabilities.

You'll learn how merchants attract customers, manage their online experiences, and evaluate their business performance.

You'll use that understanding to make practical recommendations related to platform adoption and operational efficiency.

You'll maintain regular communication with assigned merchants to understand their progress and identify emerging challenges.

You'll proactively monitor merchant engagement, account health, and product usage.

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

You'll work with those merchants to understand their concerns and develop plans to improve their experience.

You'll support merchant retention by building strong relationships, following through on commitments, and demonstrating the ongoing value of the platform.

You'll prepare for renewals and participate in renewal discussions within Bask Health's approved commercial processes.

You'll also identify opportunities for merchants to expand their use of the platform when additional features align with their business needs.

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

You'll conduct regular merchant check-ins and account reviews to discuss progress, adoption, challenges, and future priorities.

You'll help merchants understand product updates and new platform capabilities that may be relevant to their businesses.

You'll work with technical support and customer success engineering teams when merchants encounter software issues.

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

You'll maintain clear communication during escalations and ensure merchants receive appropriate updates.

You'll gather merchant feedback and share recurring needs, challenges, and opportunities with internal stakeholders.

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

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

You'll also contribute to improvements in merchant onboarding materials, customer education resources, and internal success processes.

Because Bask Health supports healthcare-related businesses, you'll need to recognize when an issue requires involvement from the appropriate clinical, pharmacy, compliance, or technical team.

You'll coordinate communication and follow-up without making clinical or pharmacy decisions outside your responsibilities.

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

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

You should be comfortable speaking with entrepreneurs, online merchants, and business owners about their operations, challenges, and business goals.

You'll need to be organized, proactive, and able to manage multiple merchant relationships independently.

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

Requirements

• At least 2 full years of genuine post-sale customer success or merchant success experience.
• Demonstrated ownership of customer or merchant relationships after the initial sale.
• Direct experience with customer onboarding, product adoption, retention, renewals, or expansion.
• Recent, substantive experience working directly with e-commerce merchants, online businesses, 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 merchant or customer accounts.
• Ability to build and maintain long-term relationships with business owners.
• Experience guiding customers through software onboarding.
• Ability to help merchants 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 entrepreneurs or merchant decision-makers.
• Ability to understand merchant business goals and recommend practical solutions.
• Experience managing merchant 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 merchant outcomes.

Nice to Have

• Experience working at an e-commerce SaaS company.
• Experience supporting Shopify merchants or the Shopify ecosystem.
• Familiarity with 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 merchant 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 merchants with technical software requirements.
• Familiarity with APIs, integrations, or storefront configuration.
• Experience working with customer success engineering teams.
• Experience improving merchant onboarding processes or education materials.
• Familiarity with healthcare technology or telehealth software.
• Experience working in an entrepreneurial SaaS environment.
• Experience using merchant data to guide account management decisions.