Remote Customer Success Manager for E-commerce SaaS

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

Job summary

Bask Health is seeking a Customer Success Manager to help merchants launch, manage, and grow their direct-to-consumer telehealth businesses using Bask Health's software platform.

You will own post-sale relationships, guide onboarding, drive product adoption, support renewals, and identify expansion opportunities while collaborating with sales, engineering, and support teams. This remote role focuses on delivering ongoing customer value and healthy accounts.

Qualifications

• At least 2 full years of genuine post-sale customer success experience.
• Demonstrated ownership of customer relationships after the initial sale.
• Direct experience with customer onboarding, product adoption, retention, renewals, or expansion.
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software.
• E-commerce experience within approximately the past 4 years.
• Strong understanding of e-commerce business models and merchant operations.
• Experience managing an assigned portfolio of customer accounts.
• Ability to build and maintain long-term customer relationships.
• Experience guiding customers through software onboarding.
• Ability to help customers adopt and use SaaS products effectively.
• Experience identifying customer concerns and retention risks.
• Ability to support renewal and account growth conversations.
• Strong written and verbal communication skills.
• Experience working directly with business owners or customer decision-makers.
• Ability to understand customer business goals and recommend practical solutions.
• Experience managing customer escalations and coordinating internal follow-up.
• Ability to collaborate with product, engineering, and support teams.
• Strong organizational skills and attention to detail.
• Ability to manage multiple accounts and competing priorities.
• Experience using CRM or customer success management tools.
• Ability to maintain accurate account notes and customer records.
• Strong problem-solving skills and proactive communication.
• Comfortable learning new software platforms and features.
• Ability to work independently in a remote environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and commitment to customer outcomes.

Responsibilities

• Own a portfolio of customer accounts throughout the post-sale lifecycle.
• Serve as the primary relationship owner for assigned merchants.
• Build strong relationships with entrepreneurs, e-commerce operators, and business owners.
• Guide new customers through onboarding and platform adoption.
• Coordinate customer transitions from sales to customer success.
• Develop customer success plans aligned with business goals.
• Understand each customer's business model, workflows, and priorities.
• Help customers navigate Bask Health's platform and available features.
• Support adoption of merchant storefront and checkout capabilities.
• Help customers understand questionnaire and other supported platform workflows.
• Conduct regular customer check-ins and account reviews.
• Monitor product adoption, engagement, and customer health.
• Identify early signs of customer dissatisfaction or churn risk.
• Develop proactive retention plans for at-risk accounts.
• Support customer renewals and related account conversations.
• Identify appropriate opportunities for account expansion.
• Collaborate with sales on commercial growth opportunities.
• Coordinate technical troubleshooting with support and engineering teams.
• Manage customer escalations and maintain clear follow-up communication.
• Communicate product updates and relevant feature improvements.
• Gather customer feedback and share insights with internal teams.
• Maintain accurate CRM records and account documentation.
• Track customer goals, renewal timelines, and outstanding action items.
• Help customers identify opportunities to improve platform utilization.
• Collaborate with product teams on recurring customer challenges.
• Recommend improvements to customer onboarding and education materials.
• Support customer success process improvements and playbook development.
• Use available customer data to prioritize outreach and account activities.
• Coordinate with appropriate operations stakeholders when necessary.
• Escalate clinical and pharmacy concerns to authorized teams.
• Maintain clear and professional communication with customers.
• Take ownership of customer outcomes and follow through on commitments.

Skills

Customer success

Onboarding expertise

Account management

Renewals

Churn prevention

Cross-functional collaboration

CRM tools

Tools

Salesforce

HubSpot

Gainsight

ChurnZero

Job description

Bask Health is seeking a Customer Success Manager to help merchants launch, manage, and grow their direct-to-consumer telehealth businesses using Bask Health's software platform.

You will own post-sale relationships, guide onboarding, drive product adoption, support renewals, and identify expansion opportunities while collaborating with sales, engineering, and support teams. This remote role focuses on delivering ongoing customer value and healthy accounts.