Customer Success Manager, Strategic Accounts

Role Overview

We’re looking for a Customer Success Manager, Strategic Accounts to build and manage long-term relationships with some of Bask Health’s most important merchant customers. The role is responsible for helping strategic accounts successfully adopt the platform, achieve their business goals, maintain healthy relationships, and identify opportunities for continued growth.

What You Will Do

You’ll serve as the primary post-sale relationship owner for an assigned portfolio of strategic customers using Bask Health to operate direct-to-consumer telehealth businesses. You’ll develop a strong understanding of each customer’s business model, goals, operational challenges, and priorities.

Why It Might Be a Fit

Success in this role means helping strategic customers adopt Bask Health effectively, maintain healthy accounts, renew their relationships, and find additional value in the platform over time.

Requirements

• 3+ years of relevant customer success, strategic account management, or closely related post-sale experience
• At least 2 full years of genuine post-sale customer success ownership
• Demonstrated responsibility for customer onboarding, adoption, retention, renewals, or expansion
• Recent, substantive experience working directly 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 relationships with founders, business owners, and executive stakeholders
• Experience guiding customers through software onboarding
• Ability to help customers adopt and use SaaS products effectively
• Experience developing customer success plans or account strategies
• Ability to identify customer concerns and retention risks
• Experience supporting renewal and account growth conversations
• Strong written and verbal communication skills
• Experience conducting customer check-ins or business reviews
• 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