Client Success Manager - remote job

Bask Health is hiring a Client Success Manager - a lead role, which means responsibility for a team or a direction. The role sits in Other jobs and is fully remote. The company places no restriction on where the candidate lives, so you can apply from anywhere.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

Bask stands out as the premier telehealth platform, committed to enabling entrepreneurs and businesses to swiftly and efficiently establish a direct-to-consumer telemedicine company. By simplifying the complexities of the industry, we equip our users with a comprehensive suite of features to ensure success. Our fast-growing startup environment fosters a high-performance culture with these guiding principles:

- Speed Prevails: Make decisions swiftly and understand that setbacks are opportunities for growth. - Intuition Meets Data: Start with instinct, then validate with data to make informed choices. - Bold Moves Matter: Prioritize bold ideas over minor adjustments. - Customer Focus: We are dedicated to assisting all our customers in achieving multi-billion-dollar company launches with ease. This is achieved by deeply understanding our customers and continuously enhancing their business. - Ownership and Teamwork: We promote a culture of accountability, ownership, and collaboration. Each team member is expected to actively engage in their work, proactively address challenges, and contribute to our collective success.

Our daily operations include:

- Crafting logic-based questionnaires (asynchronous visits) through the Bask software. - Guiding customers through the process of launching and upselling medications from start to finish. - Addressing bask software and order-related inquiries and issues, regardless of the time.

We are seeking a self-motivated individual with a passion for enhancing the customer experience. You will excel by demonstrating the value of our products and services, excelling in creative problem-solving, and embracing new challenges. You should be a people-oriented, empathetic, self-aware, and highly positive team player who thrives in a collaborative and fast-paced environment.

Customer Success at Bask Health is centered on AI and customer-centricity. Work begins with an LLM to clarify intent, moves into research and execution, is validated through real-world interactions, and is continuously improved as we learn.

We are looking for Customer Success professionals who fully own their accounts, treat AI as a key collaborator, and prioritize the patient and provider experience.

Your responsibilities will include:

- Leading AI-driven communications, structuring problems, and understanding customer needs. Refine and humanize the output. - Validate your approaches with real patients, providers, and partners. Use the insights to refine our service delivery. - Make automation transparent and reliable. Communicate clearly and proactively to build trust and simplify the customer experience. - Share AI-native workflows. Document and disseminate effective prompts, processes, and workflows to the Customer Success team.

In this role, you will:

- Establish robust relationships with Bask's customers and manage the entire customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals. - Collaborate with customer stakeholders to develop custom engagement initiatives that foster user adoption and cater to the unique needs of their patients. - Oversee all current customer data. - Analyze customer engagement metrics and present findings to key stakeholders. - Conduct program demonstrations, provide technical insights, and suggest creative ways to maximize the Bask platform's benefits. - Thrive in a dynamic startup setting where no task is too small or too significant. - Work on weekends.

Qualifications:

- At least 5 years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization. - Background in e-commerce. - Experience with large- to enterprise-sized customer book of business. - A creative problem solver with a relentless drive for success. - Independent and motivated, with the humility to seek assistance when needed. - An entrepreneur at heart. - Strong communication skills, both in writing and speaking. - Excellent organizational skills, capable of handling multiple projects in a fast-paced environment. - Comfortable collaborating with various teams (product, sales, marketing, etc.).