Senior Merchant Success Manager

Job not on LinkedIn

🔥 16 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 merchant accounts throughout the post-sale customer lifecycle • Serve as the primary relationship owner for assigned merchants • Build relationships with merchant founders, business owners, and operational stakeholders • Lead merchant onboarding and coordinate successful transitions from sales • Help merchants understand and adopt relevant Bask Health platform capabilities • Develop merchant success plans aligned with business goals • Understand merchant business models, storefront operations, and growth priorities • Guide merchants through platform setup and operational adoption • Support merchants in understanding storefront and checkout capabilities • Help merchants improve platform workflows • Monitor merchant engagement, product usage, and account health • Identify merchants at risk of churn and develop proactive retention plans • Own or coordinate renewal preparation and customer discussions • Identify opportunities for merchant account expansion • Collaborate with sales on appropriate commercial growth opportunities • Conduct regular merchant business reviews • Discuss adoption, operational performance, challenges, and next steps with merchants • Manage complex merchant escalations and coordinate internal resolution • Work with product and engineering teams to address technical issues • Coordinate with pharmacy and operations teams on relevant workflows • Communicate clearly with merchants during troubleshooting and escalation processes • Gather merchant feedback and share product improvement opportunities • Identify recurring onboarding and adoption challenges • Recommend improvements to merchant success playbooks and processes • Maintain accurate CRM records, account notes, and follow-up commitments • Track merchant renewal timelines and account risks • Help merchants understand new platform features and product updates • Support merchants through changes in platform capabilities • Use account data to guide recommendations and prioritize outreach • Share best practices with merchant success team members • Collaborate across teams to improve the merchant experience • Take ownership of merchant outcomes and follow through on commitments

🎯 Requirements

• 5+ years of relevant customer success, merchant success, 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 merchants or merchant-facing commerce software • E-commerce experience within approximately the past 4 years • Strong understanding of online merchant operations and direct-to-consumer business models • Experience managing a portfolio of merchant or customer accounts • Proven ability to build long-term relationships with business owners and key stakeholders • Experience guiding customers through software onboarding and adoption • Ability to understand merchant business objectives and recommend practical solutions • Experience identifying and managing customer retention risks • Experience participating in or owning renewal processes • Ability to recognize appropriate merchant growth and expansion opportunities • Strong commercial judgment and customer relationship management skills • Experience handling complex customer or merchant escalations • Ability to coordinate effectively with product, engineering, and operational teams • Strong written and verbal communication skills • Experience conducting customer or merchant business reviews • Ability to translate software features into meaningful business value • Comfortable discussing merchant workflows, customer journeys, and operational challenges • Experience using CRM or customer success management tools • Strong organizational skills and attention to detail • Ability to manage multiple merchant 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 merchant outcomes and follow through on commitments • Nice to Have: Experience at a Shopify ecosystem company or e-commerce SaaS platform • Nice to Have: Background supporting direct-to-consumer brands and online merchants • Nice to Have: Experience with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar platforms • Nice to Have: Experience managing high-value or strategic merchant accounts • Nice to Have: Experience working directly with e-commerce founders or entrepreneurs • Nice to Have: Familiarity with subscription commerce and recurring-revenue business models • Nice to Have: Experience supporting online checkout and payment workflows • Nice to Have: Understanding of conversion funnels and customer purchase journeys • Nice to Have: Experience using merchant performance data to guide customer conversations • Nice to Have: Familiarity with customer health scoring and churn prevention • Nice to Have: Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools • Nice to Have: Experience coordinating technical troubleshooting for merchant-facing software • Nice to Have: Understanding of APIs, integrations, or storefront configuration • Nice to Have: Experience working with product and engineering teams • Nice to Have: Familiarity with merchant onboarding and activation metrics • Nice to Have: Experience developing customer education materials or onboarding playbooks • Nice to Have: Experience mentoring junior customer success professionals • Nice to Have: Familiarity with healthcare technology or telehealth software • Nice to Have: Experience working in a rapidly evolving SaaS environment • Nice to Have: Experience identifying account expansion opportunities through product adoption

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