Merchant Success Manager

Job not on LinkedIn

🔥 22 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 merchant accounts throughout the post-sale lifecycle. • Serve as the primary relationship owner for assigned merchants. • Build strong relationships with entrepreneurs, online store owners, and e-commerce operators. • Guide new merchants through onboarding and platform adoption. • Coordinate merchant transitions from sales to customer success. • Develop merchant success plans aligned with business goals. • Understand each merchant's business model, workflows, and priorities. • Help merchants navigate Bask Health's platform and available features. • Support adoption of storefront and checkout capabilities. • Help merchants understand questionnaires and other supported platform workflows. • Conduct regular merchant check-ins and account reviews. • Monitor merchant engagement, product usage, and account health. • Identify early signs of merchant dissatisfaction or churn risk. • Develop proactive retention plans for at-risk accounts. • Support merchant renewals and related account conversations. • Identify appropriate opportunities for merchant account expansion. • Collaborate with sales on commercial growth opportunities. • Coordinate technical troubleshooting with support and engineering teams. • Manage merchant escalations and maintain clear follow-up communication. • Communicate product updates and relevant feature improvements. • Gather merchant feedback and share insights with internal teams. • Maintain accurate CRM records and merchant account documentation. • Track merchant goals, renewal timelines, and outstanding action items. • Help merchants identify opportunities to improve platform utilization. • Collaborate with product teams on recurring merchant challenges. • Recommend improvements to merchant onboarding and education materials. • Support merchant success process improvements and playbook development. • Use available merchant data to prioritize outreach and account activities. • Coordinate with appropriate operations stakeholders when necessary. • Escalate clinical and pharmacy concerns to authorized teams. • Maintain clear and professional communication with merchants. • Take ownership of merchant outcomes and follow through on commitments.

🎯 Requirements

• At least 2 full years of genuine post-sale customer success or merchant success experience. • Demonstrated ownership of customer or merchant relationships after the initial sale. • Direct experience with customer onboarding, product adoption, retention, renewals, or expansion. • Recent, substantive experience working directly with e-commerce merchants, online businesses, 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 merchant or customer accounts. • Ability to build and maintain long-term relationships with business owners. • Experience guiding customers through software onboarding. • Ability to help merchants 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 entrepreneurs or merchant decision-makers. • Ability to understand merchant business goals and recommend practical solutions. • Experience managing merchant 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 merchant outcomes. • 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 merchant 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 business reviews. • Nice to Have: Experience managing merchants with technical software requirements. • Nice to Have: Familiarity with APIs, integrations, or storefront configuration. • Nice to Have: Experience working with customer success engineering teams. • Nice to Have: Experience improving merchant onboarding processes or education materials. • Nice to Have: Familiarity with healthcare technology or telehealth software. • Nice to Have: Experience working in an entrepreneurial SaaS environment. • Nice to Have: Experience using merchant data to guide account management decisions.

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