Merchant Adoption & Retention Manager

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔄 Customer Retention Specialist

🚫👨‍🎓 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

• Support merchant activation and ongoing platform adoption. • Help merchants transition from onboarding into consistent platform usage. • Identify customers struggling to adopt supported capabilities. • Develop practical adoption plans based on merchant goals and needs. • Build relationships with entrepreneurs, founders, and business owners. • Understand merchant business models and common e-commerce challenges. • Monitor customer engagement and adoption indicators. • Identify declining platform usage and potential churn risks. • Proactively engage struggling or disengaging merchants. • Investigate reasons for reduced adoption or customer dissatisfaction. • Develop follow-up plans for at-risk accounts. • Coordinate retention initiatives with Customer Success Managers and leadership. • Support renewal readiness and ongoing customer engagement. • Maintain records of adoption progress and retention risks. • Document merchant concerns, follow-up commitments, and next steps. • Help customers understand relevant platform capabilities. • Identify adoption opportunities based on merchant needs. • Coordinate technical issues with customer success engineering and support teams. • Follow through on escalations affecting adoption or retention. • Share recurring merchant feedback with product and engineering teams. • Identify onboarding challenges contributing to disengagement. • Contribute to onboarding and adoption resources. • Help develop customer engagement and retention playbooks. • Support re-engagement efforts for inactive merchants. • Track adoption, engagement, churn risk, and retention indicators. • Analyze recurring reasons for customer disengagement. • Participate in customer business reviews and account planning discussions. • Collaborate with sales, onboarding, customer success, and technical teams. • Escalate clinical, pharmacy, and compliance matters to authorized teams. • Follow privacy, security, and information-handling procedures. • Manage multiple merchant relationships or initiatives. • Take ownership of assigned adoption and retention activities.

🎯 Requirements

• At least 2 full years of genuine post-sale Customer Success experience with direct responsibility for customer relationships. • Demonstrated ownership of customer onboarding, adoption, ongoing engagement, retention, or renewals. • Recent, substantive experience working with e-commerce merchants, online stores, or merchant-facing commerce software. • Strong understanding of e-commerce operations and direct-to-consumer business models. • Experience helping customers adopt and consistently use SaaS products. • Ability to identify customer engagement challenges and potential retention risks. • Experience building relationships with entrepreneurs, founders, or business owners. • Strong customer communication and relationship management skills. • Ability to understand customer business goals and connect them to supported product capabilities. • Experience developing customer follow-up plans or adoption strategies. • Ability to investigate reasons for customer dissatisfaction or declining engagement. • Experience managing customer concerns and coordinating appropriate solutions. • Familiarity with customer retention, renewal support, or churn prevention processes. • 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 merchant relationships or customer success initiatives. • Strong problem-solving skills and willingness to take initiative. • Ability to recognize when customer requests require specialized assistance. • Experience working collaboratively with sales, onboarding, 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 with evolving processes and priorities. • Strong accountability for customer engagement and assigned retention initiatives. • 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 owning or operating an e-commerce business. • Nice to have: Experience developing customer adoption or activation programs. • Nice to have: Experience identifying and reducing customer churn. • Nice to have: Experience creating retention strategies for SaaS customers. • Nice to have: Experience managing at-risk accounts or customer re-engagement initiatives. • Nice to have: Familiarity with customer health scoring and engagement monitoring. • Nice to have: Experience supporting customer renewals or cancellation prevention. • Nice to have: Experience working with gross revenue retention, net revenue retention, or churn metrics. • Nice to have: Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools. • Nice to have: Experience analyzing product adoption or customer usage data. • Nice to have: Experience developing customer lifecycle communication programs. • Nice to have: Experience conducting customer business reviews. • Nice to have: Experience improving onboarding processes and adoption resources. • 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 supporting healthcare technology or telehealth businesses. • Nice to have: Experience working directly with founders or senior business stakeholders.

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