Merchant Adoption & Retention Manager

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, we understand that helping a customer launch is only the beginning. Long-term success comes from helping businesses adopt the platform, understand its capabilities, and continue getting value as their operations evolve. We value people who take initiative, understand how online businesses work, build strong relationships, and identify practical ways to improve customer retention.

About the Role

We're looking for a Merchant Adoption & Retention Manager to help e-commerce businesses successfully adopt Bask Health's telehealth platform, maintain consistent engagement, and continue seeing value from the software.

This is a hands-on post-sale customer success position with a specialized focus on merchant activation, adoption, retention, and reducing preventable customer churn.

You'll work with entrepreneurs, online merchants, and growing businesses to understand how they use Bask Health, where they encounter challenges, and what support they need to remain successful.

You'll help identify the factors that contribute to strong customer engagement and the warning signs that a merchant may be struggling or considering leaving.

Bask Health provides software that enables entrepreneurs, doctors, and healthcare businesses to launch and manage direct-to-consumer telehealth services.

Our platform brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll develop a strong understanding of the merchant-facing platform experience and the steps involved in successfully adopting supported capabilities.

You'll work with merchants at different stages of their customer lifecycle.

You'll help recently onboarded merchants transition from initial setup into active platform usage.

You'll identify situations where customers have completed onboarding but are not consistently using the platform.

You'll help merchants understand the next practical steps they can take to improve adoption.

You'll work with Customer Success Managers and other internal teams to identify obstacles that may be limiting customer engagement.

You'll help develop structured adoption plans based on each merchant's business goals and current platform usage.

You'll provide approved guidance on platform capabilities that may be relevant to a merchant's needs.

You'll recognize that different merchants have different business models, operating experience, and growth priorities.

You'll adapt your communication and support approach based on the customer's level of experience and business needs.

You'll build relationships with entrepreneurs, founders, and business owners.

You'll take time to understand what each merchant is trying to accomplish with Bask Health.

You'll identify whether a merchant's challenges relate to product understanding, operational processes, technical issues, or unmet expectations.

You'll work with the appropriate teams to address those challenges.

You'll proactively engage merchants who appear to be struggling with activation or ongoing adoption.

You'll help customers understand how supported platform workflows fit into their business operations.

You'll coordinate with onboarding and customer success teams to improve transitions between customer lifecycle stages.

You'll identify recurring onboarding issues that may lead to long-term disengagement.

You'll share practical recommendations for improving the merchant onboarding experience.

You'll help develop follow-up strategies for merchants who have not reached expected activation milestones.

You'll monitor available customer engagement indicators to identify adoption trends.

You'll review relevant account activity, platform usage, and support history when authorized.

You'll recognize when declining engagement may indicate an increased risk of churn.

You'll help develop proactive retention plans for merchants showing signs of disengagement.

You'll reach out to at-risk merchants through approved communication channels.

You'll ask questions to understand the underlying reasons for reduced usage or dissatisfaction.

You'll work with customers to identify realistic next steps for addressing their concerns.

You'll coordinate with Customer Success Managers when an account requires broader relationship management or renewal planning.

You'll help ensure merchants receive consistent communication during retention-related discussions.

You'll track retention risks, customer concerns, and follow-up commitments in approved systems.

You'll help maintain clear records of adoption progress and retention activities.

You'll participate in discussions about customers who may be considering cancellation or non-renewal.

You'll contribute relevant information about customer engagement, unresolved issues, and possible retention opportunities.

You'll support renewal readiness by helping merchants recognize the value they receive from the platform.

You'll avoid making unauthorized commitments about pricing, contract terms, credits, refunds, or product functionality.

You'll coordinate commercial requests with authorized leadership or sales representatives.

You'll help identify customers who could benefit from adopting additional existing platform capabilities.

You'll recommend relevant adoption opportunities based on actual merchant needs.

You'll focus on sustainable customer engagement rather than unnecessary upselling.

You'll work with product and engineering teams to communicate recurring adoption barriers.

You'll identify platform features or workflows that customers frequently misunderstand.

You'll help document technical issues that prevent merchants from completing expected tasks.

You'll coordinate with technical support or customer success engineering when specialized troubleshooting is required.

You'll communicate approved updates to merchants while issues are being investigated.

You'll help ensure unresolved technical problems are considered when assessing account health and retention risk.

You'll identify patterns in customer feedback that may indicate opportunities for product improvements.

You'll contribute to customer education resources that make it easier for merchants to use supported platform features.

You'll help improve onboarding guides, adoption checklists, and merchant-facing instructional materials.

You'll participate in developing repeatable engagement and retention playbooks.

You'll help identify effective communication strategies for merchants at different stages of their lifecycle.

You'll contribute ideas for re-engaging inactive or low-engagement customers.

You'll help distinguish between customers who need additional education and those experiencing broader product or business challenges.

You'll work with customer success leadership to prioritize retention initiatives.

You'll help identify opportunities to improve customer lifecycle processes.

You'll contribute to the development of practical customer health indicators.

You'll help track metrics such as activation progress, feature adoption, customer engagement, churn risk, and retention.

You'll use available customer data to identify patterns and recommend appropriate actions.

You'll help prepare summaries of adoption trends and recurring retention concerns.

You'll contribute to discussions about customer churn reasons and opportunities to prevent avoidable cancellations.

You'll help improve how the team documents and categorizes customer disengagement.

You'll participate in customer business reviews when adoption or retention concerns require additional attention.

You'll communicate clearly with merchants about their goals, challenges, and available platform capabilities.

You'll work with founders and business owners who expect practical answers and timely follow-through.

You'll manage multiple merchant relationships or initiatives while maintaining accurate records.

You'll prioritize work based on customer needs, engagement risks, and approved team objectives.

You'll take ownership of assigned adoption and retention activities.

You'll follow through on commitments and communicate proactively when additional support is needed.

You'll collaborate with sales, onboarding, customer success, technical support, product, and engineering teams.

You'll help ensure customer feedback reaches the teams best positioned to address it.

You'll recognize when a merchant request involves clinical, pharmacy, or compliance matters.

You'll direct those requests to the appropriate licensed or authorized teams.

You'll never provide medical advice, make clinical decisions, or promise prescription-related outcomes.

You'll follow approved privacy, security, and information-handling procedures.

You'll maintain professional and constructive communication when working with dissatisfied customers.

You'll be comfortable having direct conversations about why a merchant is not using the platform as expected.

You'll approach retention challenges with curiosity and problem-solving rather than relying on generic sales tactics.

You'll understand that long-term customer retention depends on delivering meaningful value and maintaining trust.

You'll help improve the consistency of merchant engagement across the customer lifecycle.

You'll contribute to a team environment that values ownership, initiative, accountability, and continuous improvement.

We're looking for someone with at least two full years of genuine post-sale Customer Success experience and recent, substantive e-commerce experience.

You should understand how online merchants operate and have experience helping customers adopt software, remain engaged, and overcome challenges that affect retention.

Experience with customer health monitoring, churn prevention, renewal support, or retention initiatives would be particularly valuable.

Success in this role means improving merchant activation and adoption, identifying retention risks early, strengthening customer engagement, and helping Bask Health build long-term relationships with the businesses using its platform.

What You'll Do

• Support merchant activation and ongoing platform adoption.
• Help merchants transition from onboarding into consistent platform usage.
• Identify customers who are struggling to adopt supported capabilities.
• Develop practical adoption plans based on merchant goals and needs.
• Build relationships with entrepreneurs, founders, and business owners.
• Understand merchant business models and common e-commerce challenges.
• Monitor available customer engagement and adoption indicators.
• Identify declining platform usage and potential churn risks.
• Proactively engage merchants who may be struggling or disengaging.
• Investigate reasons for reduced adoption or customer dissatisfaction.
• Develop appropriate follow-up plans for at-risk accounts.
• Coordinate retention initiatives with Customer Success Managers and leadership.
• Support renewal readiness and ongoing customer engagement.
• Maintain accurate records of adoption progress and retention risks.
• Document merchant concerns, follow-up commitments, and next steps.
• Help customers understand relevant existing platform capabilities.
• Identify opportunities for increased adoption based on merchant needs.
• Coordinate technical issues with customer success engineering and support teams.
• Follow through on escalations that affect adoption or retention.
• Share recurring merchant feedback with product and engineering teams.
• Identify onboarding challenges that contribute to later disengagement.
• Contribute to merchant onboarding and adoption resources.
• Help develop customer engagement and retention playbooks.
• Support re-engagement efforts for inactive or low-engagement merchants.
• Track relevant adoption, engagement, churn risk, and retention indicators.
• Help analyze recurring reasons for customer disengagement.
• Participate in customer business reviews and account planning discussions.
• Collaborate with sales, onboarding, customer success, and technical teams.
• Escalate clinical, pharmacy, and compliance matters to authorized teams.
• Follow approved privacy, security, and information-handling procedures.
• Manage multiple merchant relationships or initiatives with strong organization.
• Take ownership of assigned adoption and retention activities and follow through consistently.

Benefits

• At least 2 full years of genuine post-sale Customer Success experience with direct responsibility for customer relationships.
• Demonstrated ownership of customer onboarding, adoption, ongoing engagement, retention, or renewals.
• Recent, substantive experience working with e-commerce merchants, online stores, or merchant-facing commerce software.
• Strong understanding of e-commerce operations and direct-to-consumer business models.
• Experience helping customers adopt and consistently use SaaS products.
• Ability to identify customer engagement challenges and potential retention risks.
• Experience building relationships with entrepreneurs, founders, or business owners.
• Strong customer communication and relationship management skills.
• Ability to understand customer business goals and connect them to supported product capabilities.
• Experience developing customer follow-up plans or adoption strategies.
• Ability to investigate reasons for customer dissatisfaction or declining engagement.
• Experience managing customer concerns and coordinating appropriate solutions.
• Familiarity with customer retention, renewal support, or churn prevention processes.
• Experience collaborating with technical support, product, or engineering teams.
• Ability to explain software workflows clearly to non-technical customers.
• Experience maintaining accurate customer records, account notes, and follow-up commitments.
• Familiarity with CRM or customer success management tools.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple merchant relationships or customer success initiatives.
• Strong problem-solving skills and willingness to take initiative.
• Ability to recognize when customer requests require specialized assistance.
• Experience working collaboratively with sales, onboarding, or other customer-facing teams.
• Ability to work independently while collaborating with a remote team.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company with evolving processes and priorities.
• Strong accountability for customer engagement and assigned retention initiatives.

Nice to Have

• Experience as a Customer Success Manager at an e-commerce SaaS company.
• Experience supporting Shopify merchants or direct-to-consumer brands.
• Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce platforms.
• Personal experience owning or operating an e-commerce business.
• Experience developing customer adoption or activation programs.
• Experience identifying and reducing customer churn.
• Experience creating retention strategies for SaaS customers.
• Experience managing at-risk accounts or customer re-engagement initiatives.
• Familiarity with customer health scoring and engagement monitoring.
• Experience supporting customer renewals or cancellation prevention.
• Experience working with gross revenue retention, net revenue retention, or churn metrics.
• Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools.
• Experience analyzing product adoption or customer usage data.
• Experience developing customer lifecycle communication programs.
• Experience conducting customer business reviews.
• Experience improving onboarding processes and adoption resources.
• Experience collaborating with customer success engineering teams.
• Familiarity with online storefronts, checkout, subscriptions, and payment workflows.
• Experience supporting healthcare technology or telehealth businesses.
• Experience working directly with founders or senior business stakeholders.