Senior Customer Success Manager(E-commerce Focused)

Job Description

Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers' hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:

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• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company.
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• Intuition, Then Data. We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve
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• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes
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• Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better.
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• Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success
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A look into the day to day:

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• Building logic based questionnaires (asynchronous visits) through the Bask software (if you have experience with building logic based workflows, you’ll be great at this!)
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• Helping customers launch and upsell medications from start to to finish
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• Triaging bask software and order related questions and issues that come up for any of your accounts, any time of the day
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• Helping customers build and optimize their DTC e-commerce storefront and customer purchasing experience, from product setup through checkout
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We're Looking For

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A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person - empathetic, self-aware, low ego, and extremely positive - and are comfortable working in a small collaborative team where you'll wear many hats. You are passionate and proficient in written and spoken communications.

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You also bring a strong e-commerce mindset and understand the DTC customer journey, from storefront and product selection through checkout, conversion, and retention. You’re comfortable getting hands-on with customers’ e-commerce experiences and helping them find ways to improve and grow their businesses.

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Customer Success at Bask Health is AI-first and customer-obsessed. Work starts in an LLM to clarify intent and context, moves into research and execution, is validated with real patients and partners, and is continuously refined as we learn. AI and self-serve research are default parts of the workflow, not side experiments.

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We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience.

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What You'll Do

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• Work AI-first: Use LLMs as your starting point to draft communications, structure problems, and think through customer needs. Apply your own judgment to refine the output and make it human.
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• Validate with real customers and iterate: Test your approaches with real patients, providers, and partners. Use what you learn to improve how we serve them — before issues become patterns.
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• Make automation legible and trustworthy: Help customers understand what Bask's platform is doing on their behalf. Communicate clearly and proactively to build trust while keeping their experience simple.
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• Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.
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In this job, you will:

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• Build strong relationships with Bask’s customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals
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• Help customers build, launch, and optimize e-commerce style storefronts within Bask, including product setup, merchandising, checkout flows, and the end-to-end customer purchasing experience
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• Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their patients
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• Manage all current customer data
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• Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
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• Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform
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• Finding comfort in working in a fast-paced startup environment
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• Believing no task is too small and no task is too tall
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Requirements

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• 7+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
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• 3+ years of direct e-commerce experience
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• Strong understanding of DTC e-commerce and the end-to-end online customer journey
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• Experience with large- to enterprise-sized customer book of business
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• Creative problem solver with a determination to succeed
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• Independent and motivated, with the wisdom to seek help where needed
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• An entrepreneur
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• Highly articulate, ability to communicate effectively both when speaking and writing
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• Highly organized, with the ability to juggle multiple projects in a fast-paced environment
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• Comfortable collaborating with different teams (product, sales, marketing, etc.)
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