Senior Customer Success Manager

Role Overview

Bask is a telehealth platform that empowers entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily. The Senior Customer Success Manager will own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals. The role requires building strong relationships with customers, managing customer data, analyzing engagement metrics, and delivering program demos.

What You Will Do

The Senior Customer Success Manager will work AI-first, using LLMs to draft communications, structure problems, and think through customer needs. They will validate approaches with real customers, iterate, and make automation legible and trustworthy. They will also share AI-native workflows and document prompts, processes, and workflows that work.

Why It Might Be a Fit

The ideal candidate is a self-starter who is passionate about enhancing the customer experience. They should be a people-person, empathetic, self-aware, low ego, and extremely positive. They should be comfortable working in a small collaborative team, wearing many hats, and taking on projects that they have potentially never done before.

Requirements

• 7+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
• Experience in e-commerce
• Experience with large- to enterprise-sized customer book of business
• Creative problem solver with a determination to succeed
• Independent and motivated, with the wisdom to seek help where needed
• An entrepreneur
• Highly articulate, ability to communicate effectively both when speaking and writing
• Highly organized, with the ability to juggle multiple projects in a fast-paced environment
• Comfortable collaborating with different teams (product, sales, marketing, etc.)

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or pension plan
• Paid time off
• Flexible work arrangements
• Professional development opportunities
• Remote work options