Client Success Manager

Bask Health

2d•$65,000 - $100,000•Remote

About The Position

Bask is a rapidly growing telehealth platform that helps entrepreneurs and businesses launch direct-to-consumer telemedicine companies. The Client Success Manager owns customer relationships and the full customer lifecycle, from onboarding and value realization through engagement, expansion, and renewals. The role involves helping customers configure and launch offerings on the Bask platform, supporting medication launches and upsells, answering platform and order-related questions, and finding ways to improve customers’ businesses and their patients’ experiences. Customer Success at Bask Health is AI-first and customer-obsessed. The role uses large language models to clarify intent, structure problems, draft communications, and explore customer needs, applying human judgment to refine the results. The manager validates approaches with patients, providers, and partners; communicates clearly about platform automation; and documents and shares effective AI-native workflows with the team. This is a worldwide remote role with working hours aligned to Eastern Time, 9 a.m. to 6 p.m. The job description states that the role requires working weekends.

Requirements

At least 5 years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization.
Experience in e-commerce.
Experience managing a large- to enterprise-sized customer book of business.
Strong written and spoken communication skills.
Highly organized, with the ability to manage multiple projects in a fast-paced environment.
Comfort collaborating with product, sales, marketing, and other teams.
Able to work weekends.
Comfortable working in a fast-paced startup environment.
Creative problem-solving skills and determination to succeed.
Independent and motivated, with the judgment to seek help when needed.
Self-starter who cares about customer experience and can demonstrate product and service value.
Empathetic, self-aware, positive, and comfortable working collaboratively in a small team and taking on varied tasks.
Takes ownership of customer accounts and cares deeply about patient and provider experience.

Nice To Haves

Experience building logic-based workflows.

Responsibilities

Build strong relationships with customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals.
Build logic-based questionnaires for asynchronous visits using the Bask software.
Help customers launch and upsell medications from start to finish.
Triage Bask software and order-related questions and issues for assigned accounts.
Partner with customer stakeholders to develop custom engagement initiatives that drive adoption and support patients’ needs.
Manage current customer data.
Analyze customer engagement metrics and communicate value, trends, and opportunities to key stakeholders.
Deliver program demonstrations, answer technical questions, and recommend ways to get the most out of the Bask platform.
Use LLMs to draft communications, structure problems, and consider customer needs; refine AI output using personal judgment.
Test approaches with patients, providers, and partners and use feedback to improve service.
Explain platform automation clearly and proactively to build customer trust.
Document and share effective AI prompts, processes, and workflows across the Customer Success team.