Customer Success Lead

Role Overview

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. The Customer Success Lead will help guide Bask Health’s customer success team, support important customer relationships, and improve how we deliver post-sale customer success.

What You Will Do

The Customer Success Lead will oversee day-to-day customer success activities, support team members with complex accounts, and ensure customers receive proactive, consistent communication.

Why It Might Be a Fit

The ideal candidate will have substantial hands-on post-sale customer success experience, a demonstrated ability to guide, coach, or mentor other team members, and a strong understanding of e-commerce operations, direct-to-consumer businesses, and merchant needs.

Requirements

• 5+ years of genuine post-sale customer success, account management, or closely related SaaS customer-facing 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
• Experience identifying customer risks and developing appropriate follow-up plans
• Ability to handle customer escalations professionally and independently
• Strong problem-solving skills and the ability to manage complex customer concerns
• Experience collaborating with technical support, product, or engineering teams
• Ability to explain software workflows and technical concepts clearly
• Experience using customer success or CRM platforms to track account activity
• Strong written and verbal communication skills
• Ability to build relationships with founders, business owners, and customer stakeholders
• Experience maintaining accurate account documentation and customer follow-up records
• Strong organizational skills and attention to detail
• Ability to manage competing priorities and multiple customer needs
• Experience contributing to customer success processes, documentation, or training materials
• Understanding of customer satisfaction, product adoption, and retention indicators
• Ability to recognize appropriate account growth opportunities
• Strong ownership mentality and willingness to take initiative
• Ability to work independently while collaborating with a remote team
• Availability to collaborate during required U.S. Eastern Time working hours
• Comfortable working in a growing software company where processes and priorities may evolve