Merchant Success Lead

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, merchant success is about understanding the businesses behind our customer accounts. We value people who know how online merchants operate, take initiative, communicate clearly, and help entrepreneurs solve practical problems. Our merchant success team plays an important role in helping businesses launch, manage, and grow their operations while building strong customer relationships.

About the Role

We're looking for a Merchant Success Lead to help guide Bask Health's merchant success activities, support important merchant relationships, and improve how we deliver post-sale customer success to entrepreneurs and online businesses.

This is a hands-on leadership role for someone who enjoys working directly with merchants while helping other Customer Success Managers become more effective.

You'll help oversee day-to-day merchant success operations, support team members with complex accounts, and ensure merchants receive proactive, consistent communication.

Our merchants include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to launch, manage, and grow direct-to-consumer telehealth services.

You'll bring a strong understanding of e-commerce businesses, online storefronts, merchant-facing software, and the challenges entrepreneurs face when launching and scaling online operations.

You'll help merchants understand Bask Health's platform and identify practical ways to use its capabilities effectively.

You'll support merchant onboarding, activation, adoption, retention, and ongoing account management.

You'll help ensure new merchants have clear expectations and understand the steps involved in launching and operating their businesses on the platform.

You'll work with Customer Success Managers to identify merchant onboarding challenges and address problems before they affect the customer relationship.

You'll provide day-to-day guidance to team members handling merchant questions, account concerns, and platform-related issues.

You'll help establish consistent expectations for merchant communication, follow-through, and account ownership.

You'll serve as a resource for CSMs who need assistance navigating complex merchant situations.

You'll coach team members on merchant communication, account planning, problem-solving, and managing difficult conversations.

You'll share practical guidance that helps team members become more confident and independent.

You'll help review merchant interactions and identify opportunities to improve service quality and customer outcomes.

You'll support customer success leadership with team performance monitoring and operational planning.

You'll help identify gaps in existing merchant success workflows and recommend improvements.

You'll contribute to merchant success playbooks, internal documentation, and training resources.

You'll help ensure merchant information, account notes, and follow-up commitments are documented accurately.

You'll maintain direct involvement with selected merchant accounts as needed.

You'll build relationships with entrepreneurs, business owners, and other merchant stakeholders.

You'll take time to understand each merchant's business model, goals, operational challenges, and experience with e-commerce software.

You'll help merchants understand how Bask Health's supported capabilities relate to their business needs.

You'll work with merchants who may be unfamiliar with certain aspects of telehealth software, online storefront configuration, or platform workflows.

You'll communicate technical information clearly without overwhelming merchants with unnecessary detail.

You'll help merchants navigate common platform workflows and recognize when specialist assistance is required.

You'll identify merchants who may be experiencing adoption challenges or declining engagement.

You'll work with the team to develop appropriate follow-up plans for at-risk merchant accounts.

You'll help monitor merchant health, platform adoption, retention risks, and recurring support concerns.

You'll support renewal preparation and help identify opportunities for merchants to get additional value from the platform.

You'll recognize appropriate expansion opportunities and coordinate with customer success leadership or sales when needed.

You'll help ensure expansion conversations are based on merchant needs and supported platform capabilities.

You'll participate in merchant business reviews and account planning discussions.

You'll help merchants understand their progress, identify obstacles, and determine useful next steps.

You'll take ownership of important merchant escalations when additional experience or coordination is needed.

You'll work with technical support and customer success engineering teams to investigate platform-related issues.

You'll help ensure merchant-facing teams communicate accurate information while technical issues are being addressed.

You'll follow through on escalations and make sure merchants receive appropriate updates.

You'll identify recurring technical problems and communicate patterns to product and engineering teams.

You'll collaborate with product managers to share merchant feedback and recommend practical improvements.

You'll help identify storefront, onboarding, checkout, or platform usability issues that create unnecessary merchant frustration.

You'll support improvements to merchant education materials and self-service resources.

Bask Health's platform includes merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll develop a strong working knowledge of the platform so you can guide merchants effectively.

You'll understand how different platform capabilities connect to a merchant's day-to-day business operations.

You'll recognize when merchant questions require technical, clinical, pharmacy, or compliance expertise.

You'll coordinate with authorized teams when requests involve regulated healthcare activities.

You'll follow appropriate privacy, security, and customer information-handling procedures.

You'll help establish clear internal escalation practices so issues reach the right teams.

You'll collaborate with customer success leadership on team priorities, workload distribution, and operational improvements.

You'll help identify situations where merchant accounts require additional attention or support.

You'll participate in regular team discussions to review merchant challenges, share knowledge, and improve processes.

You'll help new team members understand merchant success expectations and platform workflows.

You'll contribute to onboarding and training new Customer Success Managers.

You'll help establish a team environment that values initiative, accountability, clear communication, and continuous improvement.

You'll support leadership in reviewing merchant success performance metrics.

You'll help monitor relevant indicators such as onboarding progress, merchant engagement, response times, customer satisfaction, and retention risks.

You'll use merchant feedback and operational information to recommend improvements.

You'll work closely with customer success leadership to identify recurring problems and prioritize practical solutions.

You'll be expected to balance merchant advocacy with operational efficiency and company priorities.

You'll take ownership of assigned work and follow through without needing constant direction.

We're looking for someone with substantial hands-on post-sale customer success experience and a demonstrated ability to guide, coach, or mentor other team members.

You should have recent, meaningful e-commerce experience and understand how merchant-facing SaaS businesses operate.

You'll need to be comfortable handling merchant conversations, troubleshooting problems, coordinating across departments, and helping the team maintain high standards.

Success in this role means helping merchants achieve their goals, strengthening the performance of the customer success team, reducing preventable escalations, and improving the consistency of our merchant success operations.

What You'll Do

• Support day-to-day merchant success operations and team execution.
• Provide guidance and coaching to Customer Success Managers.
• Help establish consistent merchant communication and account management standards.
• Support merchant onboarding, activation, adoption, and ongoing engagement.
• Maintain direct involvement with selected merchant accounts.
• Help merchants understand Bask Health's platform and supported capabilities.
• Guide team members through complex merchant situations.
• Serve as an escalation resource for important merchant concerns.
• Coordinate with technical support and customer success engineering on platform issues.
• Ensure merchants receive accurate updates and appropriate follow-through.
• Identify recurring merchant challenges and recommend improvements.
• Help monitor merchant health, engagement, and retention risks.
• Support proactive outreach to merchants experiencing adoption difficulties.
• Assist with merchant business reviews and account planning.
• Support renewal preparation and appropriate expansion opportunities.
• Coordinate with sales when existing merchants have additional business needs.
• Help maintain accurate merchant records, account notes, and follow-up commitments.
• Develop and improve merchant success playbooks and internal documentation.
• Contribute to training and onboarding new Customer Success Managers.
• Review merchant interactions and identify coaching opportunities.
• Support customer success leadership with operational reporting.
• Track onboarding progress, merchant engagement, and recurring issues.
• Collaborate with product and engineering on merchant feedback.
• Help improve merchant education and self-service resources.
• Identify opportunities to reduce unnecessary manual work.
• Help improve handoffs between onboarding, merchant success, and technical support.
• Participate in team planning and workload coordination.
• Promote accountability and consistent execution across the team.
• Ensure appropriate privacy, security, and information-handling practices.
• Escalate clinical, pharmacy, and compliance matters to authorized teams.
• Communicate merchant risks and operational challenges to leadership.
• Take ownership of merchant relationships and team improvements within assigned responsibilities.

Requirements

• 5+ years of genuine post-sale customer success, account management, or closely related SaaS customer-facing experience.
• Demonstrated experience owning customer relationships after the sale, including onboarding, adoption, retention, or renewals.
• Recent, substantive experience working directly with e-commerce businesses, online merchants, or merchant-facing commerce software.
• Strong understanding of e-commerce operations, direct-to-consumer businesses, and merchant needs.
• Experience mentoring, coaching, training, or leading other customer success professionals.
• Ability to provide practical guidance to team members handling complex merchant situations.
• Experience managing a portfolio of merchant or customer accounts.
• Strong understanding of the customer lifecycle, including onboarding, adoption, engagement, and retention.
• Experience identifying merchant risks and developing appropriate follow-up plans.
• Ability to handle customer escalations professionally and independently.
• Strong problem-solving skills and the ability to manage complex merchant concerns.
• Experience collaborating with technical support, product, or engineering teams.
• Ability to explain software workflows and technical concepts clearly.
• Experience using customer success or CRM platforms to track account activity.
• Strong written and verbal communication skills.
• Ability to build relationships with entrepreneurs, founders, and business owners.
• Experience maintaining accurate account documentation and customer follow-up records.
• Strong organizational skills and attention to detail.
• Ability to manage competing priorities and multiple merchant needs.
• Experience contributing to customer success processes, documentation, or training materials.
• Understanding of customer satisfaction, product adoption, and retention indicators.
• Ability to recognize appropriate merchant account growth opportunities.
• Strong ownership mentality and willingness to take initiative.
• 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 where processes and priorities may evolve.

Nice to Have

• Experience as a Senior Merchant Success Manager, Customer Success Team Lead, or Merchant Success Lead.
• Experience supporting Shopify merchants or direct-to-consumer brands.
• Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce platforms.
• Personal experience building or operating an e-commerce business.
• Experience supporting entrepreneurs and small business owners.
• Experience working at an e-commerce SaaS or merchant enablement company.
• Experience supporting both SMB and strategic merchant accounts.
• Experience mentoring junior Customer Success Managers.
• Experience assisting with customer success team performance reviews or coaching programs.
• Experience creating merchant onboarding or training materials.
• Experience developing customer health scoring or retention monitoring processes.
• Experience supporting renewal and merchant account expansion initiatives.
• Familiarity with Salesforce, HubSpot, Gainsight, ChurnZero, or similar customer success tools.
• Experience working with technical customer success or support engineering teams.
• Experience troubleshooting merchant-facing SaaS workflows.
• Familiarity with online storefront, checkout, subscription, and payment processes.
• Experience improving merchant onboarding and implementation handoffs.
• Experience creating merchant success playbooks and internal knowledge resources.
• Experience supporting healthcare technology or telehealth businesses.
• Experience working directly with founders or senior company leadership.