AI-Native Client Success Manager

Bask Health

About The Position

Bask Health is seeking an AI-Native Client Success Manager to own client relationships and manage accounts from onboarding through renewals and expansion. The role supports entrepreneurs launching and growing telehealth businesses on the Bask platform, combining AI-driven efficiency with strong human relationships. The Client Success Manager will use AI tools and large language models to research client needs, troubleshoot challenges, improve workflows, and enhance the client experience. The role also involves developing AI-assisted workflows and automations, building logic-based questionnaires and asynchronous patient visit workflows, helping clients launch medications and expand product offerings, and monitoring client health and performance. The position collaborates with Product, Engineering, and other teams, validates AI-generated recommendations, and shares effective prompts and workflows with the Client Success team. Weekend work is required.

Requirements

At least 5 years of experience in Customer Success, Account Management, or Client Services within a SaaS organization.
Experience managing large or enterprise-sized client portfolios.
Hands-on experience using AI tools such as ChatGPT, Claude, Gemini, or similar large language models to improve professional workflows.
Experience creating, implementing, or improving AI-assisted processes, automations, or repeatable workflows.
Ability to provide examples of using AI to solve problems, improve efficiency, or deliver measurable business results.
Strong understanding of client onboarding, adoption, retention, renewals, and account expansion.
Experience using client engagement data and performance metrics to identify risks and growth opportunities.
Ability to independently research problems, evaluate AI-generated information, and turn findings into practical solutions.
Good judgment when handling sensitive client information and using AI tools in accordance with privacy and security requirements.
Excellent written and verbal communication skills.
Creative problem-solving skills, initiative, and comfort navigating unfamiliar challenges.
Entrepreneurial mindset and strong sense of ownership and accountability.
Strong organizational skills and ability to manage multiple client accounts and priorities.
Comfort collaborating across teams and working in a fast-paced startup environment.

Nice To Haves

Experience in e-commerce, ideally supporting DTC brands, online merchants, or e-commerce technology platforms.

Responsibilities

Own the full client lifecycle, including onboarding, engagement, adoption, retention, renewals, and expansion.
Build strong relationships with Bask clients and help them launch and grow their businesses.
Use AI tools and large language models to research client needs, structure problems, draft communications, and improve workflows.
Develop AI-assisted workflows and automations for onboarding, account management, follow-ups, and troubleshooting.
Build logic-based questionnaires and asynchronous patient visit workflows through the Bask platform.
Help clients launch medications and identify opportunities to expand product offerings.
Troubleshoot platform, workflow, and order-related issues and proactively identify solutions.
Monitor client health, platform usage, and engagement metrics to identify churn risks and growth opportunities.
Develop strategies to improve client adoption, retention, and account performance.
Deliver platform demonstrations, answer technical questions, and recommend ways for clients to get more value from Bask.
Use client data and measurable outcomes to evaluate AI-assisted processes and client success initiatives.
Validate AI-generated recommendations through research, testing, and client feedback before implementation.
Document and share successful AI prompts, automations, and repeatable workflows with the Client Success team.
Collaborate with Product, Engineering, and other internal teams to improve the client experience.
Work weekends.