Customer Success Manager, Strategic Accounts

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, customer success plays an important role in helping businesses get value from the platform. We value clear communication, strong customer relationships, proactive problem-solving, and people who take ownership of customer outcomes.

About the Role

We're looking for a Customer Success Manager, Strategic Accounts to build and manage long-term relationships with some of Bask Health's most important merchant customers.

This role is responsible for helping strategic accounts successfully adopt the platform, achieve their business goals, maintain healthy relationships, and identify opportunities for continued growth.

You'll serve as the primary post-sale relationship owner for an assigned portfolio of strategic customers using Bask Health to operate direct-to-consumer telehealth businesses.

Our customers include entrepreneurs, e-commerce operators, business owners, and healthcare businesses that rely on our platform to support important parts of their operations.

You'll develop a strong understanding of each customer's business model, goals, operational challenges, and priorities.

You'll build relationships with founders, executives, business owners, and other key stakeholders.

You'll help customers understand how Bask Health's platform can support their businesses and improve their operational workflows.

Our platform brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll develop a working understanding of these features so you can help customers adopt and use the platform effectively.

You'll guide strategic customers through onboarding and coordinate with internal teams to support successful implementation.

You'll help customers establish clear goals and develop account success plans aligned with their business objectives.

You'll maintain regular communication with strategic accounts to understand their progress, challenges, and future priorities.

You'll conduct structured account reviews to evaluate adoption, discuss business outcomes, and identify opportunities for improvement.

You'll proactively monitor customer engagement, product usage, and account health.

You'll identify early signs of dissatisfaction, operational difficulties, or potential churn.

You'll work with customers and internal teams to address those concerns before they become larger retention issues.

You'll help prepare accounts for renewals and participate in renewal discussions within Bask Health's approved commercial processes.

You'll also identify opportunities for account expansion when additional platform capabilities align with customer needs.

You'll collaborate with sales and leadership when expansion opportunities require additional commercial involvement.

You'll be expected to understand the business impact of customer issues and prioritize communication accordingly.

You'll coordinate with technical support and customer success engineering teams when customers encounter complex platform problems.

You'll work with product and engineering teams to communicate recurring customer challenges and product feedback.

You'll help customers understand product updates and how new features may support their goals.

You'll manage customer escalations while maintaining clear communication and accountability.

You'll follow through on commitments and keep customers informed about relevant updates and next steps.

You'll maintain accurate records of customer conversations, account health, renewal timelines, and outstanding action items.

You'll use CRM and customer success tools to organize your portfolio and track important account information.

You'll work closely with internal stakeholders to ensure strategic customers receive coordinated support.

You'll help identify recurring challenges across strategic accounts and recommend improvements to customer success processes.

You'll contribute to customer education resources, account management playbooks, and retention initiatives.

Because Bask Health supports healthcare-related businesses, you'll need to recognize when a concern requires involvement from the appropriate clinical, pharmacy, compliance, or technical team.

You'll coordinate communication and follow-up without making clinical or pharmacy decisions outside your responsibilities.

You'll work in a remote, cross-functional environment where clear communication, initiative, and accountability are important.

We're looking for someone with meaningful post-sale customer success experience and recent, substantive experience supporting e-commerce businesses or merchant-facing software.

You should be comfortable working directly with entrepreneurs, business owners, and executive stakeholders.

You'll need to be organized, proactive, commercially aware, and capable of managing important customer relationships independently.

Success in this role means helping strategic customers adopt Bask Health effectively, maintain healthy accounts, renew their relationships, and find additional value in the platform over time.

What You'll Do

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

Requirements

• 3+ 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 directly with e-commerce businesses, online merchants, 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 customer accounts.
• Ability to build relationships with founders, business owners, and executive stakeholders.
• Experience guiding customers through software onboarding.
• Ability to help customers adopt and use SaaS products effectively.
• Experience developing customer success plans or account strategies.
• Ability to identify customer concerns and retention risks.
• Experience supporting renewal and account growth conversations.
• Strong written and verbal communication skills.
• Experience conducting customer check-ins or business reviews.
• Ability to understand customer business goals and recommend practical solutions.
• Experience managing customer 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 customer outcomes.

Nice to Have

• Experience managing high-value or strategic merchant accounts.
• Experience working at an e-commerce SaaS company.
• Experience supporting Shopify merchants or the Shopify ecosystem.
• Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar tools.
• Experience working directly with direct-to-consumer brands.
• Experience supporting entrepreneurs or online store owners.
• Personal experience operating an e-commerce business.
• Familiarity with subscription commerce and recurring-revenue models.
• Experience supporting merchant onboarding and activation.
• Understanding of online checkout and payment workflows.
• Experience with customer retention and expansion initiatives.
• Familiarity with customer health scoring.
• Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar platforms.
• Experience conducting quarterly or executive business reviews.
• Experience managing customers with technical software requirements.
• Familiarity with APIs, integrations, or merchant platform configuration.
• Experience working with customer success engineering teams.
• Experience improving onboarding processes or customer education materials.
• Familiarity with healthcare technology or telehealth software.
• Experience using customer data to guide strategic account decisions.