Merchant Activation & Retention Architect

Bask Health; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Bask Health is seeking a Merchant Adoption & Retention Manager to help e-commerce businesses adopt Bask Health's telehealth platform, maintain engagement, and realize ongoing value from the software. This is a hands-on post-sale customer success role focused on activation, adoption, retention, and reducing preventable churn.

You will collaborate with entrepreneurs, online merchants, and growing businesses to understand usage, challenges, and support needs, aiming to improve activation and

Qualifications

• At least two full years of genuine post-sale Customer Success experience with direct responsibility for customer relationships.
• Experience working with e-commerce merchants, online stores, or merchant-facing commerce software.
• Experience helping customers adopt and consistently use SaaS products.
• Ability to identify customer engagement challenges and potential retention risks.

Responsibilities

• Support merchant activation and ongoing platform adoption.
• Help merchants transition from onboarding into consistent platform usage.
• Identify customers who are struggling to adopt supported capabilities.
• Develop practical adoption plans based on merchant goals and needs.
• Build relationships with entrepreneurs, founders, and business owners.
• Understand merchant business models and common e-commerce challenges.
• Monitor available customer engagement and adoption indicators.
• Identify declining platform usage and potential churn risks.
• Proactively engage merchants who may be struggling or disengaging.

Job description

Bask Health is seeking a Merchant Adoption & Retention Manager to help e-commerce businesses adopt Bask Health's telehealth platform, maintain engagement, and realize ongoing value from the software. This is a hands-on post-sale customer success role focused on activation, adoption, retention, and reducing preventable churn.

You will collaborate with entrepreneurs, online merchants, and growing businesses to understand usage, challenges, and support needs, aiming to improve activation and