Customer Success Manager, Growth Accounts

Role Overview

The Customer Success Manager, Growth Accounts will 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 opportunities for continued growth.

What You Will Do

Manage a portfolio of customer accounts, take responsibility for their ongoing success after the initial sale, and help customers understand how to use the platform effectively. You’ll also identify onboarding challenges and coordinate solutions, maintain proactive communication with assigned accounts, and monitor customer engagement and platform adoption.

Why It Might Be a Fit

The ideal candidate will have at least two years of genuine post-sale customer success experience, recent, meaningful e-commerce exposure, and a strong understanding of e-commerce operations and direct-to-consumer business models.

Requirements

• At least 2 full years of genuine post-sale customer success experience
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software
• Strong understanding of e-commerce operations and direct-to-consumer business models
• Experience managing a portfolio of customer accounts
• Ability to build relationships with entrepreneurs, founders, and business owners
• Experience guiding customers through software onboarding and adoption
• Ability to understand customer business goals and connect them to supported product capabilities
• Experience identifying customer engagement challenges and retention risks
• Strong customer communication and relationship management skills
• Ability to manage customer concerns and follow through on unresolved issues
• Experience collaborating with technical support, product, or engineering teams
• Ability to explain software workflows clearly to non-technical customers
• Experience maintaining accurate customer records, account notes, and follow-up commitments
• Familiarity with CRM or customer success management tools
• Strong written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple customer accounts and competing priorities
• Experience identifying opportunities for increased product adoption
• Understanding of how customer success contributes to retention and account growth
• Strong problem-solving skills and willingness to take initiative
• Ability to recognize when customer requests require specialized assistance
• Experience working collaboratively with sales or other customer-facing teams
• 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
• Strong ownership mentality and accountability for customer outcomes