Customer Success Lead

Job not on LinkedIn

🔥 15 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 60 days.
• 196 open roles for a team of 16.
• No salary listed.

Apply Now

Check your resume score

Customize resume + cover letter

Find Similar Remote Jobs

☆ Save☑️ Mark as applied❌ Hide

Report problem

Bask Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Pre Seed Round on 2022-05

Healthcare • Consulting • Logistics

Bask Health is a robust platform providing a comprehensive suite of customizable telehealth solutions. It offers tools such as a questionnaire builder, patient portals, and pharmacy fulfillment services, all secured with strong encryption and HIPAA-compliance. Bask Health seamlessly integrates telehealth and e-commerce, enabling streamlined patient care from consultation to delivery. The platform supports entrepreneurs, doctors, and developers by offering scalable no-code solutions that enhance user experience and business growth. With its nationwide pharmacy network, Bask Health empowers businesses to efficiently manage prescriptions, patient data, and order fulfillment across the entire digital health landscape.

📋 Description

• Support day-to-day customer success operations and team execution • Provide guidance and coaching to Customer Success Managers • Help establish consistent customer communication and account management standards • Support customer onboarding, activation, adoption, and ongoing engagement • Maintain direct involvement with selected customer accounts • Help customers understand Bask Health's platform and supported capabilities • Guide team members through complex customer situations • Serve as an escalation resource for important customer concerns • Coordinate with technical support and customer success engineering on platform issues • Ensure customers receive accurate updates and appropriate follow-through • Identify recurring customer challenges and recommend improvements • Help monitor customer health, engagement, and retention risks • Support proactive outreach to customers experiencing adoption difficulties • Assist with customer business reviews and account planning • Support renewal preparation and appropriate expansion opportunities • Coordinate with sales when existing customers have additional business needs • Help maintain accurate customer records, account notes, and follow-up commitments • Develop and improve customer success playbooks and internal documentation • Contribute to training and onboarding new Customer Success Managers • Review customer interactions and identify coaching opportunities • Support customer success leadership with operational reporting • Track onboarding progress, customer engagement, and recurring issues • Collaborate with product and engineering on customer feedback • Help improve customer education and self-service resources • Identify opportunities to reduce unnecessary manual work • Help improve handoffs between onboarding, customer success, and technical support • Participate in team planning and workload coordination • Promote accountability and consistent execution across the team • Ensure appropriate privacy, security, and information-handling practices • Escalate clinical, pharmacy, and compliance matters to authorized teams • Communicate customer risks and operational challenges to leadership • Take ownership of customer relationships and team improvements within your assigned responsibilities

🎯 Requirements

• 5+ years of genuine post-sale customer success, account management, or closely related SaaS customer-facing experience • Demonstrated experience owning customer relationships after the sale, including onboarding, adoption, retention, or renewals • Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software • Strong understanding of e-commerce operations, direct-to-consumer businesses, and merchant needs • Experience mentoring, coaching, training, or leading other customer success professionals • Ability to provide practical guidance to team members handling complex customer situations • Experience managing a portfolio of customer accounts • Strong understanding of the customer lifecycle, including onboarding, adoption, engagement, and retention • Experience identifying customer risks and developing appropriate follow-up plans • Ability to handle customer escalations professionally and independently • Strong problem-solving skills and the ability to manage complex customer concerns • Experience collaborating with technical support, product, or engineering teams • Ability to explain software workflows and technical concepts clearly • Experience using customer success or CRM platforms to track account activity • Strong written and verbal communication skills • Ability to build relationships with founders, business owners, and customer stakeholders • Experience maintaining accurate account documentation and customer follow-up records • Strong organizational skills and attention to detail • Ability to manage competing priorities and multiple customer needs • Experience contributing to customer success processes, documentation, or training materials • Understanding of customer satisfaction, product adoption, and retention indicators • Ability to recognize appropriate account growth opportunities • Strong ownership mentality and willingness to take initiative • 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 • Nice to Have: Experience as a Senior Customer Success Manager, Customer Success Team Lead, or Customer Success Lead • Nice to Have: Experience supporting Shopify merchants or direct-to-consumer brands • Nice to Have: Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce platforms • Nice to Have: Personal experience building or operating an e-commerce business • Nice to Have: Experience supporting entrepreneurs and small business owners • Nice to Have: Experience working at an e-commerce SaaS or merchant enablement company • Nice to Have: Experience supporting both SMB and strategic customer accounts • Nice to Have: Experience mentoring junior Customer Success Managers • Nice to Have: Experience assisting with customer success team performance reviews or coaching programs • Nice to Have: Experience creating customer success onboarding or training materials • Nice to Have: Experience developing customer health scoring or retention monitoring processes • Nice to Have: Experience supporting renewal and account expansion initiatives • Nice to Have: Familiarity with Salesforce, HubSpot, Gainsight, ChurnZero, or similar customer success tools • Nice to Have: Experience working with technical customer success or support engineering teams • Nice to Have: Experience troubleshooting customer-facing SaaS workflows • Nice to Have: Familiarity with online storefront, checkout, subscription, and payment processes • Nice to Have: Experience improving customer onboarding and implementation handoffs • Nice to Have: Experience creating customer success playbooks and internal knowledge resources • Nice to Have: Experience supporting healthcare technology or telehealth businesses • Nice to Have: Experience working directly with founders or senior company leadership

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume