Customer Success Manager – Strategic Accounts

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 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.

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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

• Own a portfolio of strategic merchant accounts throughout the post-sale lifecycle • Serve as the primary relationship owner for assigned strategic customers • Build relationships with founders, executives, business owners, and key stakeholders • Guide strategic customers through onboarding and platform adoption • Coordinate customer transitions from sales to customer success • Develop account success plans aligned with customer business goals • Help customers navigate Bask Health's telehealth platform and capabilities • Support adoption of merchant storefront, checkout, questionnaire, clinical workflow, and pharmacy-related features • Conduct regular account check-ins, structured business reviews, and renewal discussions • Monitor engagement, product adoption, and account health • Identify dissatisfaction, churn risks, and operational difficulties; develop proactive retention plans • Identify account expansion opportunities and collaborate with sales and leadership • Coordinate technical troubleshooting with support, engineering, product, and customer success engineering teams • Manage 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, account documentation, goals, renewal timelines, and action items • Recommend improvements to onboarding, education materials, customer success processes, and account management playbooks • Escalate clinical and pharmacy concerns to authorized teams without making decisions outside the role's responsibilities • Work remotely in a cross-functional environment and take ownership of strategic account outcomes

🎯 Requirements

• 3+ years of relevant customer success, strategic account management, or closely related post-sale experience • At least 2 full years of genuine post-sale customer success ownership • Demonstrated responsibility for customer onboarding, adoption, retention, renewals, or expansion • Recent, substantive experience working directly 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 relationships with founders, business owners, and executive stakeholders • Experience guiding customers through software onboarding • Ability to help customers adopt and use SaaS products effectively • Experience developing customer success plans or account strategies • Ability to identify customer concerns and retention risks • Experience supporting renewal and account growth conversations • Strong written and verbal communication skills • Experience conducting customer check-ins or business reviews • 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 managing high-value or strategic merchant accounts • Nice to Have: Experience working at an e-commerce SaaS company • Nice to Have: Experience supporting Shopify merchants or the Shopify ecosystem • Nice to Have: Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar tools • Nice to Have: Experience working directly with direct-to-consumer brands • Nice to Have: Experience supporting entrepreneurs or online store owners • Nice to Have: Personal experience operating an e-commerce business • Nice to Have: Familiarity with subscription commerce and recurring-revenue models • Nice to Have: Experience supporting merchant onboarding and activation • Nice to Have: Understanding of online checkout and payment workflows • Nice to Have: Experience with customer retention and expansion initiatives • Nice to Have: Familiarity with customer health scoring • Nice to Have: Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar platforms • Nice to Have: Experience conducting quarterly or executive business reviews • Nice to Have: Experience managing customers with technical software requirements • Nice to Have: Familiarity with APIs, integrations, or merchant platform configuration • Nice to Have: Experience working with customer success engineering teams • Nice to Have: Experience improving onboarding processes or customer education materials • Nice to Have: Familiarity with healthcare technology or telehealth software • Nice to Have: Experience using customer data to guide strategic account decisions

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