Senior Merchant Success 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, merchant success is about helping businesses make the most of the platform. We value strong relationships, clear communication, proactive problem-solving, and people who take ownership of helping merchants succeed.

About the Role

We're looking for a Senior Merchant Success Manager to help Bask Health's merchants successfully launch, operate, and grow their businesses using our platform.

This role is responsible for managing long-term relationships with merchants and helping them achieve meaningful business outcomes through product adoption, operational improvements, and ongoing support.

You'll serve as a primary post-sale relationship owner for a portfolio of merchants, including entrepreneurs, direct-to-consumer operators, and businesses building telehealth experiences.

Our merchants use Bask Health to manage important parts of their businesses, including storefronts, patient questionnaires, checkout experiences, clinical workflows, and pharmacy-related processes.

You'll develop a strong understanding of how these different platform capabilities connect to the merchant's overall business.

You'll help new merchants navigate onboarding, understand available features, and establish workflows that support their business goals.

You'll work closely with merchants as they move from initial setup into active operations and ongoing growth.

As a senior member of the team, you'll manage merchants with more complex needs, higher business impact, or greater operational requirements.

You'll build relationships with merchant founders, business owners, operators, and other key stakeholders.

You'll learn how each merchant acquires customers, manages its online storefront, handles the customer journey, and evaluates business performance.

You'll use that understanding to provide practical recommendations for improving platform adoption and operational efficiency.

You'll proactively identify opportunities for merchants to make better use of available platform features.

You'll help merchants understand how storefront configuration, questionnaire experiences, checkout workflows, and other capabilities affect their operations.

You'll work with internal teams when merchants encounter technical issues, product limitations, or workflow challenges.

You'll coordinate with product, engineering, customer support, and relevant operations teams to resolve issues and keep merchants informed.

You'll be expected to take ownership of escalations and maintain clear communication until issues are appropriately addressed.

You'll monitor merchant engagement, product usage, and account health to identify potential risks.

You'll proactively reach out to merchants who may be struggling with adoption, experiencing operational challenges, or showing signs of disengagement.

You'll develop retention plans that address merchant concerns and support long-term relationships.

You'll participate in or own renewal discussions within Bask Health's approved commercial processes.

You'll also identify opportunities for merchants to expand their use of the platform when additional capabilities align with their business needs.

You'll work with sales and leadership on commercial expansion opportunities when appropriate.

You'll conduct merchant business reviews to discuss progress, adoption, operational challenges, and future priorities.

You'll use available performance data and customer feedback to guide your recommendations.

You'll maintain accurate records of merchant interactions, account health, renewal timelines, and follow-up commitments.

You'll also help identify recurring merchant issues and recommend improvements to onboarding materials, support processes, and customer success playbooks.

You'll share merchant feedback with product and engineering teams to help inform future improvements.

Because Bask Health supports healthcare-related businesses, you'll need to recognize when an issue should be handled by the appropriate clinical, pharmacy, compliance, or technical team rather than providing guidance outside your responsibilities.

You may also support the development of internal merchant success processes and share best practices with less-experienced team members.

This is a senior individual-contributor role with significant merchant account ownership, not a formal people-management position.

We're looking for someone with strong post-sale customer success experience and recent, substantive experience supporting e-commerce merchants or merchant-facing software platforms.

You should understand how online businesses operate and be comfortable discussing merchant challenges, customer journeys, retention, and growth.

You'll need to be proactive, organized, commercially aware, and comfortable managing multiple merchant relationships.

Success in this role means helping merchants adopt the platform effectively, resolve challenges, maintain healthy accounts, and build sustainable businesses.

What You'll Do

• Own a portfolio of merchant accounts throughout the post-sale customer lifecycle.
• Serve as the primary relationship owner for assigned merchants.
• Build strong relationships with merchant founders, business owners, and operational stakeholders.
• Lead merchant onboarding and coordinate successful transitions from sales.
• Help merchants understand and adopt relevant Bask Health platform capabilities.
• Develop merchant success plans aligned with business goals.
• Understand merchant business models, storefront operations, and growth priorities.
• Guide merchants through platform setup and operational adoption.
• Support merchants in understanding storefront and checkout capabilities.
• Help merchants identify opportunities to improve their platform workflows.
• Monitor merchant engagement, product usage, and account health.
• Identify merchants at risk of churn and develop proactive retention plans.
• Own or coordinate renewal preparation and customer discussions.
• Identify opportunities for merchant account expansion.
• Collaborate with sales on appropriate commercial growth opportunities.
• Conduct regular merchant business reviews.
• Discuss adoption, operational performance, challenges, and next steps with merchants.
• Manage complex merchant escalations and coordinate internal resolution.
• Work with product and engineering teams to address technical issues.
• Coordinate with pharmacy and operations teams when merchant issues involve relevant workflows.
• Communicate clearly with merchants during troubleshooting and escalation processes.
• Gather merchant feedback and share product improvement opportunities.
• Identify recurring challenges in merchant onboarding and adoption.
• Recommend improvements to merchant success playbooks and processes.
• Maintain accurate CRM records, account notes, and follow-up commitments.
• Track merchant renewal timelines and account risks.
• Help merchants understand new platform features and product updates.
• Support merchants through changes in available platform capabilities.
• Use available account data to guide recommendations and prioritize outreach.
• Share best practices with other merchant success team members.
• Collaborate across teams to improve the overall merchant experience.
• Take ownership of merchant outcomes and follow through on commitments.

Requirements

• 5+ years of relevant customer success, merchant success, account management, or closely related post-sale experience.
• At least 2 full years of genuine post-sale customer success ownership.
• Demonstrated responsibility for customer onboarding, adoption, retention, renewals, or expansion.
• Recent, substantive experience working directly with e-commerce merchants or merchant-facing commerce software.
• E-commerce experience within approximately the past 4 years.
• Strong understanding of online merchant operations and direct-to-consumer business models.
• Experience managing a portfolio of merchant or customer accounts.
• Proven ability to build long-term relationships with business owners and key stakeholders.
• Experience guiding customers through software onboarding and adoption.
• Ability to understand merchant business objectives and recommend practical solutions.
• Experience identifying and managing customer retention risks.
• Experience participating in or owning renewal processes.
• Ability to recognize appropriate merchant growth and expansion opportunities.
• Strong commercial judgment and customer relationship management skills.
• Experience handling complex customer or merchant escalations.
• Ability to coordinate effectively with product, engineering, and operational teams.
• Strong written and verbal communication skills.
• Experience conducting customer or merchant business reviews.
• Ability to translate software features into meaningful business value.
• Comfortable discussing merchant workflows, customer journeys, and operational challenges.
• Experience using CRM or customer success management tools.
• Strong organizational skills and attention to detail.
• Ability to manage multiple merchant priorities and deadlines.
• Independent problem-solving and decision-making skills.
• Comfortable working in a remote, cross-functional environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Ability to take ownership of merchant outcomes and follow through on commitments.

Nice to Have

• Experience at a Shopify ecosystem company or e-commerce SaaS platform.
• Background supporting direct-to-consumer brands and online merchants.
• Experience with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar platforms.
• Experience managing high-value or strategic merchant accounts.
• Experience working directly with e-commerce founders or entrepreneurs.
• Familiarity with subscription commerce and recurring-revenue business models.
• Experience supporting online checkout and payment workflows.
• Understanding of conversion funnels and customer purchase journeys.
• Experience using merchant performance data to guide customer conversations.
• Familiarity with customer health scoring and churn prevention.
• Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools.
• Experience coordinating technical troubleshooting for merchant-facing software.
• Understanding of APIs, integrations, or storefront configuration.
• Experience working with product and engineering teams.
• Familiarity with merchant onboarding and activation metrics.
• Experience developing customer education materials or onboarding playbooks.
• Experience mentoring junior customer success professionals.
• Familiarity with healthcare technology or telehealth software.
• Experience working in a rapidly evolving SaaS environment.
• Experience identifying account expansion opportunities through product adoption.