Senior 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 Senior Customer Success Manager, Strategic Accounts to own and grow relationships with some of Bask Health's most important merchant customers.

This role is responsible for the long-term success of strategic accounts, from onboarding and adoption through retention, renewals, and expansion.

You'll serve as a primary post-sale relationship owner for a portfolio of high-value customers using Bask Health to operate and grow their telehealth businesses.

Our customers include entrepreneurs, e-commerce operators, healthcare businesses, and other organizations building direct-to-consumer telehealth experiences.

You'll develop a deep understanding of each customer's business model, goals, challenges, and growth opportunities.

You'll help customers understand how to use Bask Health's platform to support their operations and achieve measurable business outcomes.

This includes working across merchant storefronts, patient experiences, questionnaires, clinical workflows, pharmacy operations, and other platform capabilities.

As a senior member of the customer success organization, you'll take ownership of complex accounts that require thoughtful planning, strong communication, and cross-functional coordination.

You'll build trusted relationships with founders, business owners, executives, and other key decision-makers.

You'll be expected to understand both the day-to-day operational needs of your accounts and the broader business objectives driving their decisions.

You'll lead strategic account planning and develop customer success plans that align platform adoption with customer priorities.

You'll guide customers through onboarding, implementation coordination, product adoption, and ongoing optimization.

You'll proactively monitor account health and identify risks before they become larger retention issues.

You'll work directly with customers to understand adoption challenges, operational friction, and opportunities to improve their experience.

You'll lead regular strategic business reviews to evaluate progress, discuss performance, and align on next steps.

You'll be responsible for preparing accounts for renewals and managing renewal conversations within the approved commercial process.

You'll also identify expansion opportunities when additional platform capabilities or services can support a customer's business objectives.

You'll collaborate with sales and company leadership when expansion opportunities require commercial negotiations or broader strategic involvement.

You'll coordinate closely with product, engineering, technical support, and operations teams to resolve complex customer challenges.

Because Bask Health supports healthcare-related workflows, you'll need to understand when an issue requires escalation to the appropriate clinical, pharmacy, compliance, or technical owner.

You'll advocate for customer needs internally while setting realistic expectations about product capabilities, timelines, and available solutions.

You'll maintain accurate customer records, account plans, renewal timelines, risk assessments, and follow-up commitments.

You'll use customer data, adoption signals, and business feedback to guide your account management strategy.

You'll also help identify recurring customer challenges and contribute ideas for improving onboarding, adoption, and retention processes.

As a senior team member, you may provide guidance to less-experienced CSMs and share effective approaches for managing strategic accounts.

This is an individual-contributor role with significant account ownership, rather than a formal people-management position.

We're looking for someone with substantial post-sale customer success experience, strong commercial judgment, and recent, meaningful exposure to e-commerce businesses or merchant-facing software.

You should be comfortable working directly with entrepreneurs and executives, managing difficult conversations, and taking responsibility for customer outcomes.

Success in this role means building durable customer relationships, improving platform adoption, reducing preventable churn, and identifying opportunities for sustainable account growth.

What You'll Do

• Own a portfolio of strategic, high-value merchant accounts.
• Serve as the primary post-sale relationship owner for assigned customers.
• Develop strong relationships with founders, executives, business owners, and key stakeholders.
• Lead strategic onboarding and coordinate successful customer transitions from sales.
• Build account success plans aligned with customer business objectives.
• Understand each customer's e-commerce operations, business model, and growth priorities.
• Drive adoption of Bask Health's platform and relevant product capabilities.
• Identify opportunities to improve customer workflows and platform utilization.
• Monitor account health, engagement, and customer satisfaction.
• Proactively identify churn risks and develop retention plans.
• Own renewal preparation, customer alignment, and renewal coordination.
• Lead renewal conversations within approved commercial guidelines.
• Identify relevant account expansion and upsell opportunities.
• Collaborate with sales and leadership on strategic commercial opportunities.
• Conduct quarterly business reviews and executive business reviews as appropriate.
• Present account performance, progress, challenges, and recommendations to customers.
• 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 relevant workflow concerns.
• Maintain clear ownership of customer communications and follow-up commitments.
• Gather customer feedback and communicate product improvement opportunities.
• Track adoption trends and identify accounts requiring additional support.
• Maintain accurate account records, renewal dates, and customer success plans.
• Develop relationships with multiple stakeholders within strategic accounts.
• Help customers understand available platform features and supported use cases.
• Support change management when customers adopt new workflows or capabilities.
• Identify recurring onboarding and retention challenges.
• 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 overall merchant experience.
• Take ownership of customer outcomes while maintaining clear 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.

Nice to Have

• 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.