Customer Success Manager

🔥 14 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

• Own a portfolio of customer accounts throughout the post-sale lifecycle • Serve as the primary relationship owner for assigned merchants • Build relationships with entrepreneurs, e-commerce operators, and business owners • Guide new customers through onboarding and platform adoption • Coordinate customer transitions from sales to customer success • Develop customer success plans aligned with business goals • Help customers navigate Bask Health's telehealth commerce platform and supported features • Conduct regular customer check-ins, account reviews, and business reviews • Monitor product adoption, engagement, and customer health • Identify dissatisfaction or churn risks and develop proactive retention plans • Support renewals and identify appropriate account expansion opportunities • Collaborate with sales on commercial growth opportunities • Coordinate technical troubleshooting with support, engineering, product, and customer success engineering teams • Manage escalations and maintain clear follow-up communication • Communicate product updates and feature improvements • Gather customer feedback and share recurring needs with internal stakeholders • Maintain accurate CRM records, account documentation, customer goals, renewal timelines, and action items • Help improve onboarding materials, customer education resources, success processes, and playbooks • Use customer data to prioritize outreach and account activities • Escalate clinical and pharmacy concerns to authorized teams without making decisions outside the role • Take ownership of customer outcomes and follow through on commitments

🎯 Requirements

• At least 2 full years of genuine post-sale customer success experience • Demonstrated ownership of customer relationships after the initial sale • Direct experience with customer onboarding, product adoption, retention, renewals, or expansion • Recent, substantive experience working 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 and maintain long-term customer relationships • Experience guiding customers through software onboarding • Ability to help customers 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 business owners or customer decision-makers • 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 at an e-commerce SaaS company, Shopify or similar merchant ecosystem experience, familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo or similar tools, direct-to-consumer brand experience, subscription commerce, customer health scoring, Salesforce, HubSpot, Gainsight, ChurnZero or similar platforms, APIs, integrations, healthcare technology or telehealth software, and customer education or onboarding improvement experience

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