Customer Success Lead - Ecommerce SaaS & Team Coach

Bask Health; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Bask Health is seeking a Customer Success Lead to guide the post-sale team, manage important customer relationships, and improve how we deliver ongoing success for merchants using our telehealth platform.

You will oversee day-to-day CS activities, support team members with complex accounts, and ensure proactive, clear communication across departments to maximize customer value and renewal potential.

Qualifications

• 5+ years of genuine post-sale customer success, account management, or closely related SaaS 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.

Responsibilities

• 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.

Skills

Post-sale CS

E-commerce experience

Merchant-facing software

CRM & account mgmt

Onboarding & adoption

Mentoring/coaching

Portfolio mgmt

Escalation handling

Cross-functional collaboration

CRM tools (Salesforce/HubSpot)

Clear communication

Tools

Shopify

BigCommerce

Klaviyo

Recharge

Gorgias

Yotpo

Salesforce

HubSpot

ChurnZero

Job description

Bask Health is seeking a Customer Success Lead to guide the post-sale team, manage important customer relationships, and improve how we deliver ongoing success for merchants using our telehealth platform.

You will oversee day-to-day CS activities, support team members with complex accounts, and ensure proactive, clear communication across departments to maximize customer value and renewal potential.