Senior Customer Success Manager, Strategic Accounts

Role Overview

The Senior Customer Success Manager, Strategic Accounts will own and grow relationships with some of Bask Health’s most important merchant customers, developing a deep understanding of each customer’s business model, goals, challenges, and growth opportunities.

What You Will Do

The role involves leading strategic onboarding, building account success plans, driving adoption of Bask Health’s platform, identifying opportunities to improve customer workflows and platform utilization, and proactively identifying churn risks and developing retention plans.

Why It Might Be a Fit

The ideal candidate will have substantial post-sale customer success experience, strong commercial judgment, and recent, meaningful exposure to e-commerce businesses or merchant-facing software.

Requirements

• 5+ 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 with e-commerce businesses, online merchants, or merchant-facing commerce platforms
• E-commerce experience within approximately the past 4 years
• Experience managing high-value or strategically important customer accounts
• Proven ability to build long-term relationships with business owners and executive stakeholders
• Strong understanding of customer lifecycle management
• Experience developing customer success plans and account strategies
• Ability to identify and manage customer retention risks
• Experience participating in or owning renewal processes
• Ability to recognize appropriate expansion opportunities
• Strong commercial judgment and customer relationship management skills
• Experience managing complex customer escalations
• Ability to coordinate effectively with technical and operational teams
• Strong written and verbal communication skills
• Experience conducting customer business reviews or strategic account meetings
• Ability to translate product capabilities into customer business value
• Comfortable discussing customer performance, adoption, and business objectives
• Experience using CRM or customer success management tools
• Strong organizational skills and attention to detail
• Ability to manage multiple customer priorities and deadlines
• Independent problem-solving and decision-making skills
• Comfortable working in a remote, cross-functional environment
• Availability to collaborate during required U.S. Eastern Time working hours
• Ability to take ownership of customer outcomes and follow through on commitments