Customer Success Manager, Growth Accounts

Responsibilities

Manage a portfolio of growth-stage merchant accounts by guiding them through onboarding, platform adoption, and ongoing success. Proactively monitor account health, identify expansion opportunities, and collaborate with internal teams to resolve technical or operational challenges.

Requirements

Requires at least two years of post-sale customer success experience with a strong background in e-commerce or merchant-facing software. Candidates must demonstrate the ability to manage multiple accounts, build relationships with business owners, and work effectively in a remote environment.

Skills

• Customer Success
• Account Management
• E-commerce
• Telehealth
• Relationship Building
• Onboarding
• Retention
• CRM
• Problem Solving
• Data Analysis
• Communication
• Project Management
• Technical Support
• Business Strategy
• Software Adoption
• Stakeholder Management

About this role

About Bask Health
Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.
Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.
We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.
At Bask, customer success means understanding the businesses behind our customer accounts. We value people who take initiative, build strong relationships, understand how online businesses operate, and help customers get meaningful value from our software as their needs evolve.
About the Role
We're looking for a Customer Success Manager, Growth Accounts to manage relationships with growing businesses using Bask Health's telehealth platform.
This is a hands-on post-sale customer success role focused on helping merchants adopt the platform, achieve their business goals, remain engaged, and identify appropriate opportunities for continued growth.
You'll manage a portfolio of customer accounts and take responsibility for their ongoing success after the initial sale.
Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to launch, manage, and grow direct-to-consumer telehealth services.
You'll work closely with merchants who are developing their operations, increasing their platform usage, and navigating the challenges of growing an online business.
You'll bring a practical understanding of e-commerce, merchant-facing software, and the challenges businesses face when launching and scaling direct-to-consumer operations.
You'll build relationships with founders, business owners, and other customer stakeholders.
You'll take time to understand each customer's business model, goals, priorities, and current use of the platform.
You'll help customers identify practical ways to use Bask Health's supported capabilities effectively.
You'll guide customers through onboarding and help them understand the steps involved in getting started.
You'll work with internal teams to address onboarding challenges and help customers make progress toward activation.
You'll maintain ongoing communication with customers after onboarding is complete.
You'll help customers understand relevant platform features and workflows.
You'll provide guidance on supported merchant-facing capabilities and direct customers to specialized teams when necessary.
You'll work with customers at different stages of growth, from recently launched businesses to merchants with more established operations.
You'll adapt your communication and account management approach based on each customer's experience, needs, and business priorities.
You'll help customers identify obstacles that may be limiting their adoption of the platform.
You'll develop appropriate follow-up plans to address adoption challenges.
You'll monitor customer engagement and recognize signs of declining platform usage.
You'll proactively reach out to customers when additional guidance or attention may be helpful.
You'll maintain clear account plans that document customer goals, progress, risks, and next steps.
You'll take ownership of assigned customer relationships and follow through on commitments.
You'll help customers understand how different supported platform capabilities relate to their business operations.
Bask Health's platform includes merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.
You'll develop a strong understanding of the merchant-facing aspects of these workflows.
You'll help customers navigate platform configuration and usage questions within the responsibilities of the customer success team.
You'll recognize when a technical issue requires assistance from customer success engineering or technical support.
You'll coordinate with the appropriate team to investigate customer-impacting platform problems.
You'll provide clear information about reported issues and the customer's business impact.
You'll communicate approved updates to customers while issues are being addressed.
You'll follow through on escalations and help ensure customers understand the next steps.
You'll work with product and engineering teams to communicate recurring customer challenges and usability concerns.
You'll help identify patterns that affect onboarding, adoption, and long-term account engagement.
You'll share customer feedback that may inform future product improvements.
You'll help customers understand newly available platform capabilities when relevant to their needs.
You'll avoid promising unsupported functionality or unapproved product changes.
You'll identify customers who may benefit from expanding their use of existing platform capabilities.
You'll recognize appropriate opportunities for additional supported services, features, or account growth.
You'll coordinate expansion opportunities with customer success leadership or sales according to approved processes.
You'll ensure expansion recommendations are grounded in customer needs rather than unnecessary upselling.
You'll support renewal preparation and help maintain strong relationships throughout the customer lifecycle.
You'll identify potential retention risks and take proactive steps to address them.
You'll work with leadership on situations that may affect a customer's decision to continue using Bask Health.
You'll help maintain a positive customer relationship during difficult or complex situations.
You'll participate in customer business reviews and account planning conversations.
You'll discuss customer goals, adoption progress, operationa...

About Bask Health

Internet Marketplace Platforms · 51-200 employees · headquartered in New York, NY · founded 2021