Senior Customer Success Manager, Strategic Accounts

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 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, high-value merchant accounts. • Serve as the primary post-sale relationship owner for assigned customers. • Develop relationships with founders, executives, business owners, and key stakeholders. • Lead strategic onboarding and coordinate customer transitions from sales. • Build account success plans aligned with customer business objectives. • Understand customers' e-commerce operations, business models, and growth priorities. • Drive adoption of Bask Health's platform and relevant capabilities. • Monitor account health, engagement, and customer satisfaction. • Identify churn risks and develop retention plans. • Own renewal preparation, customer alignment, and renewal coordination. • Lead renewal conversations within approved commercial guidelines. • Identify expansion and upsell opportunities. • Collaborate with sales and leadership on strategic commercial opportunities. • Conduct quarterly and executive business reviews. • Present account performance, progress, challenges, and recommendations. • Manage complex customer escalations and coordinate internal resolution. • Partner with product and engineering teams on technical customer issues. • Coordinate with pharmacy and operations stakeholders on workflow concerns. • Maintain customer communications, follow-up commitments, account records, renewal dates, and success plans. • Gather customer feedback and communicate product improvement opportunities. • Track adoption trends and identify accounts requiring additional support. • Support change management for new workflows or capabilities. • Recommend improvements to customer success processes and playbooks. • Share best practices and provide informal mentorship to other CSMs. • Communicate account risks, opportunities, and outcomes to customer success leadership. • Collaborate across teams to improve the merchant experience. • Take ownership of customer outcomes while maintaining internal accountability.

🎯 Requirements

• 5+ 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 with e-commerce businesses, online merchants, or merchant-facing commerce platforms. • E-commerce experience within approximately the past 4 years. • Experience managing high-value or strategically important customer accounts. • Proven ability to build long-term relationships with business owners and executive stakeholders. • Strong understanding of customer lifecycle management. • Experience developing customer success plans and account strategies. • Ability to identify and manage customer retention risks. • Experience participating in or owning renewal processes. • Ability to recognize appropriate expansion opportunities. • Strong commercial judgment and customer relationship management skills. • Experience managing complex customer escalations. • Ability to coordinate effectively with technical and operational teams. • Strong written and verbal communication skills. • Experience conducting customer business reviews or strategic account meetings. • Ability to translate product capabilities into customer business value. • Comfortable discussing customer performance, adoption, and business objectives. • Experience using CRM or customer success management tools. • Strong organizational skills and attention to detail. • Ability to manage multiple customer priorities and deadlines. • Independent problem-solving and decision-making skills. • Comfortable working in a remote, cross-functional environment. • Availability to collaborate during required U.S. Eastern Time working hours. • Ability to take ownership of customer outcomes and follow through on commitments. • Experience working at a Shopify ecosystem company or e-commerce SaaS platform. • Background supporting direct-to-consumer brands or online merchants. • Experience with platforms such as Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce tools. • Experience managing enterprise or strategic merchant accounts. • Experience supporting founders or entrepreneurial customers. • Familiarity with subscription commerce and recurring-revenue business models. • Experience with customer expansion and account growth strategies. • Experience building executive-level account relationships. • Experience conducting quarterly or executive business reviews. • Familiarity with customer health scoring and churn prediction. • Experience using Gainsight, ChurnZero, Salesforce, HubSpot, or similar systems. • Experience supporting customers through technical integrations. • Understanding of APIs, payment systems, or online checkout workflows. • Experience working with product and engineering teams. • Familiarity with customer segmentation and account prioritization. • Experience improving customer success playbooks and operational processes. • Experience mentoring junior customer success professionals. • Familiarity with healthcare technology or telehealth software. • Experience working in a rapidly evolving SaaS environment. • Experience using data to support retention and expansion decisions.

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