Customer Success Lead

About Bask Health

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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 is about helping businesses get real value from our software. We value people who take initiative, understand how entrepreneurs operate, communicate clearly, and take responsibility for solving problems. Our customer success team plays an important role in helping merchants launch, manage, and grow their businesses while building strong, lasting customer relationships.

About the Role

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We're looking for a Customer Success Lead to help guide Bask Health's customer success team, support important customer relationships, and improve how we deliver post-sale customer success.

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

You'll help oversee day-to-day customer success activities, support team members with complex accounts, and ensure customers receive proactive, consistent communication.

Our customers 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, merchant-facing software, and the challenges entrepreneurs face when launching and scaling online businesses.

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

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

You'll help ensure new customers have clear expectations and understand the steps involved in getting started.

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

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

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

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

You'll coach team members on customer 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 customer interactions and identify opportunities to improve service quality.

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

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

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

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

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

You'll build relationships with customers and help them understand how Bask Health supports their business goals.

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

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

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

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

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

You'll help monitor customer health, product adoption, retention risks, and recurring support concerns.

You'll support renewal preparation and help identify opportunities for customers 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 customer needs and supported platform capabilities.

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

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

You'll take ownership of important customer 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 customer-facing teams communicate accurate information while technical issues are being addressed.

You'll follow through on escalations and make sure customers 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 customer feedback and recommend practical improvements.

You'll help identify onboarding or platform usability issues that create unnecessary customer frustration.

You'll support improvements to customer 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 customers effectively.

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

You'll recognize when customer 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 customer accounts require additional attention or support.

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

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

You'll contribute to onboarding and training for 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 customer success performance metrics.

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

You'll use customer 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 customer 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 customer conversations, troubleshooting problems, coordinating across departments, and helping the team maintain high standards.

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

What You'll Do

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• Support day-to-day customer success operations and team execution.
• Provide guidance and coaching to Customer Success Managers.
• Help establish consistent customer communication and account management standards.
• Support customer onboarding, activation, adoption, and ongoing engagement.
• Maintain direct involvement with selected customer accounts.
• Help customers understand Bask Health's platform and supported capabilities.
• Guide team members through complex customer situations.
• Serve as an escalation resource for important customer concerns.
• Coordinate with technical support and customer success engineering on platform issues.
• Ensure customers receive accurate updates and appropriate follow-through.
• Identify recurring customer challenges and recommend improvements.
• Help monitor customer health, engagement, and retention risks.
• Support proactive outreach to customers experiencing adoption difficulties.
• Assist with customer business reviews and account planning.
• Support renewal preparation and appropriate expansion opportunities.
• Coordinate with sales when existing customers have additional business needs.
• Help maintain accurate customer records, account notes, and follow-up commitments.
• Develop and improve customer success playbooks and internal documentation.
• Contribute to training and onboarding new Customer Success Managers.
• Review customer interactions and identify coaching opportunities.
• Support customer success leadership with operational reporting.
• Track onboarding progress, customer engagement, and recurring issues.
• Collaborate with product and engineering on customer feedback.
• Help improve customer education and self-service resources.
• Identify opportunities to reduce unnecessary manual work.
• Help improve handoffs between onboarding, customer 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 customer risks and operational challenges to leadership.
• Take ownership of customer relationships and team improvements within your 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 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 customer situations.
• Experience managing a portfolio of customer accounts.
• Strong understanding of the customer lifecycle, including onboarding, adoption, engagement, and retention.
• Experience identifying customer 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 customer 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 founders, business owners, and customer stakeholders.
• Experience maintaining accurate account documentation and customer follow-up records.
• Strong organizational skills and attention to detail.
• Ability to manage competing priorities and multiple customer needs.
• Experience contributing to customer success processes, documentation, or training materials.
• Understanding of customer satisfaction, product adoption, and retention indicators.
• Ability to recognize appropriate 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

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• Experience as a Senior Customer Success Manager, Customer Success Team Lead, or Customer 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 customer accounts.
• Experience mentoring junior Customer Success Managers.
• Experience assisting with customer success team performance reviews or coaching programs.
• Experience creating customer success onboarding or training materials.
• Experience developing customer health scoring or retention monitoring processes.
• Experience supporting renewal and 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 customer-facing SaaS workflows.
• Familiarity with online storefront, checkout, subscription, and payment processes.
• Experience improving customer onboarding and implementation handoffs.
• Experience creating customer success playbooks and internal knowledge resources.
• Experience supporting healthcare technology or telehealth businesses.
• Experience working directly with founders or senior company leadership.