Merchant Success Lead: Scale Ecommerce & Onboarding
Bask Health
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Job summary
Bask Health is seeking a Merchant Success Lead in the United States to guide and scale our post-sale success for entrepreneurs and online businesses using Bask Health’s telehealth platform. The role emphasizes direct merchant interaction, onboarding, adoption, and renewal strategies while coaching other Customer Success Managers.
You will oversee day-to-day merchant success operations, address complex accounts, and ensure proactive, clear communication with merchants to drive adoption and growth
Qualifications
- 5+ years of post-sale customer success, account management, or related SaaS experience.
- Experience owning customer relationships after the sale, including onboarding, adoption, retention, or renewals.
- Recent experience with e-commerce merchants or merchant-facing software.
- Strong understanding of ecommerce operations and merchant needs.
- Experience mentoring and leading other CS professionals.
Responsibilities
- Guide and coach Customer Success Managers to improve performance.
- Own merchant relationships and oversee onboarding, activation, and renewal activities.
- Ensure consistent merchant communication and account management standards.
- Collaborate with product, engineering, and sales to address merchant feedback.
- Monitor merchant health, engagement, and retention risks.
- Support renewal planning and expansion opportunities with merchants.
Skills
Tools
Job description
Bask Health is seeking a Merchant Success Lead in the United States to guide and scale our post-sale success for entrepreneurs and online businesses using Bask Health’s telehealth platform. The role emphasizes direct merchant interaction, onboarding, adoption, and renewal strategies while coaching other Customer Success Managers.
You will oversee day-to-day merchant success operations, address complex accounts, and ensure proactive, clear communication with merchants to drive adoption and growth
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