Customer Success Manager, Growth Accounts

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 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.

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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

• Manage a portfolio of growing merchant and customer accounts. • Own post-sale customer relationships from onboarding through ongoing account management. • Build relationships with entrepreneurs, founders, and business owners. • Understand customers' business models, 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 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 customer retention. • Identify appropriate opportunities for additional platform adoption and account expansion. • Coordinate expansion opportunities with leadership or sales. • Participate in customer business reviews and account planning. • Coordinate with technical support and customer success engineering on platform issues. • Follow through on escalations and provide approved updates. • Share recurring customer feedback with product and engineering teams. • Identify common challenges affecting growing merchant accounts. • Improve onboarding, adoption, and customer education resources. • Track customer success metrics and account health indicators. • Maintain accurate information in CRM and customer success systems. • Collaborate with sales on post-sale handoffs. • Work with customer success leadership on account risks and priorities. • Contribute to customer success playbooks and internal documentation. • Follow privacy, security, and information-handling procedures. • Escalate clinical, pharmacy, and compliance matters to authorized teams. • Manage multiple customer relationships with organization and follow-through. • Take ownership of assigned accounts and their ongoing 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. • 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 small and midsize online businesses. • Nice to Have: Experience working with entrepreneurs who are actively scaling their operations. • Nice to Have: Experience managing a high-volume portfolio of growth-stage accounts. • Nice to Have: Experience developing customer onboarding and adoption plans. • Nice to Have: Experience identifying account expansion or upsell opportunities. • Nice to Have: Experience supporting customer renewals and retention initiatives. • Nice to Have: Familiarity with gross revenue retention, net revenue retention, or account health metrics. • Nice to Have: Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools. • Nice to Have: Experience conducting customer business reviews. • Nice to Have: Experience supporting customers through technical onboarding challenges. • Nice to Have: Experience collaborating with customer success engineering teams. • Nice to Have: Familiarity with online storefronts, checkout, subscriptions, and payment workflows. • Nice to Have: Experience improving customer education and self-service resources. • Nice to Have: Experience developing customer success playbooks or account management processes. • Nice to Have: Experience supporting healthcare technology or telehealth businesses. • Nice to Have: Experience working directly with founders or senior business stakeholders.

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