Customer Success Project Manager

Bask Health

About The Position

Bask is building the infrastructure powering telehealth’s future—connecting patients, providers, and partners through a scalable, data-driven platform. We’re looking for a Customer Success Project Manager to serve as the operational backbone for non-troubleshooting client requests, ensuring seamless coordination across teams and driving process excellence at scale. This role is ideal for a detail-obsessed, systems-driven operator who thrives at the intersection of customer success, product delivery, and operational rigor—and is excited to work in a fast-paced, startup environment. You’ll be the connective tissue between clients and internal teams, ensuring every project is executed with precision, transparency, and measurable impact. Who We’re Looking For You’ve operated in client-facing or delivery-focused roles in SaaS, e-commerce, or telehealth and know how to bring order and structure to complex, fast-moving environments. You can translate customer needs into clear internal actions, keep projects on track against shifting priorities, and maintain a relentless focus on delivering exceptional client experiences.

Requirements

3+ years of experience in project management, program coordination, or client delivery roles, preferably in a SaaS or tech-enabled services environment
Proven track record of working closely with Customer Success, Product, and Engineering teams in a B2B SaaS context
Demonstrated experience managing client-facing projects with multiple stakeholders and complex requirements
Advanced proficiency with project management and task-tracking tools including Asana, Jira, Linear, ClickUp, or Monday.com
Strong analytical and problem-solving abilities with experience in data-driven decision making
Exceptional written and verbal communication skills, particularly in customer-facing scenarios
Proven ability to work independently, manage multiple competing priorities, and thrive in ambiguous environments
Meticulous attention to detail and strong follow-through capabilities
Natural ability to build relationships and influence outcomes across cross-functional teams
Customer-obsessed mindset with a focus on delivering exceptional client experiences

Nice To Haves

Background in telehealth, e-commerce, or high-growth startup environments
Deep familiarity with SaaS customer lifecycle concepts including feature requests, SLAs, and backlog grooming
Experience with operations or business systems project management
Understanding of web-based platforms, APIs, or common B2B tech stacks
Experience with customer success platforms and CRM systems
Knowledge of Agile methodologies and project management best practices

Responsibilities

Own the complete lifecycle of non-troubleshooting customer requests including intake, triage, prioritization, and progress tracking
Serve as the primary coordination point between Customer Success, Product, Engineering, and Operations teams
Maintain a dynamic, organized backlog of open customer requests with clear timelines, dependencies, and internal ownership assignments
Execute intelligent prioritization of requests and projects based on limited formal policies, requiring strong business judgment
Proactively communicate project updates, potential blockers, and revised timelines to Account Managers and directly to clients when appropriate
Lead client-facing meetings to discuss project scope, requirements, and deliverables
Build and maintain strong relationships with key customer stakeholders to ensure satisfaction and project success
Manage customer expectations throughout the project lifecycle, balancing client needs with internal capabilities
Facilitate weekly syncs and check-ins with cross-functional stakeholders to drive request completion
Identify recurring or systemic request themes and provide strategic insights to Customer Success and Product leadership
Build, document, and continuously iterate internal processes for more scalable and efficient request handling
Collaborate with technical teams to ensure project requirements are clearly defined and executable