Customer Success Account Manager

Bask Health Inc; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Bask Health Inc in New York is looking for a passionate Customer Success professional. This role emphasizes the importance of building strong relationships with customers while utilizing AI to enhance interactions and outcomes. You will help customers navigate the platform, analyze engagement metrics, and continuously improve the customer experience. This position requires creativity in problem-solving and a collaborative spirit, ideal for those looking to thrive in a fast-paced startup environment.

Qualifications

• Proficiency in written and spoken communications is essential.
• Self-starter attitude with a passion for customer experience.
• Comfortable working in a fast-paced startup environment.

Responsibilities

• Build strong relationships with customers and manage their lifecycle.
• Validate approaches with real customers and iterate based on feedback.
• Analyze customer engagement metrics and communicate insights.

Skills

Creative problem-solving

Empathy

Strong communication

Experience with AI and LLMs

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.

A look into the day to day:

• 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!)
• Helping customers launch and upsell medications from start to finish
• Triaging bask software and order related questions and issues that come up for any of your accounts, any time of the day

We're Looking For

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.

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.

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.

What You’ll Do

• 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.
• 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.
• 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.

Share AI‑native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.

In this job, you will:

• Build strong relationships with Bask’s customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals
• Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their patients
• Manage all current customer data
• Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
• Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform
• Finding comfort in working in a fast‑paced startup environment
• Believing no task is too small and no task is too tall
• Work Weekends