Customer Success Account Manager
About the role
Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind: Speed Wins. Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company. Intuition, Then Data. We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve. Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes. Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better. Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success.
Responsibilities
- Building logic based questionnaires (asynchronous visits) through the Bask software (if you have experience with building logic based workflows, you'll be great at this!)
- Helping customers launch and upsell medications from start to finish
- Triaging Bask software and order related questions and issues that come up for any of your accounts, any time of the day
- Work AI-first: Use LLMs as your starting point to draft communications, structure problems, and think through customer needs. Apply your own judgment to refine the output and make it human.
- Validate with real customers and iterate: Test your approaches with real patients, providers, and partners. Use what you learn to improve how we serve them — before issues become patterns.
- Make automation legible and trustworthy: Help customers understand what Bask's platform is doing on their behalf. Communicate clearly and proactively to build trust while keeping their experience simple.
- Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.
- Build strong relationships with Bask's customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals
- Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their patients
- Manage all current customer data
- Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
- Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform
- Finding comfort in working in a fast-paced startup environment
- Believing no task is too small and no task is too tall
Requirements
- 5+ 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.)
Schedule
Work weekends required.