Note: The job is a remote job and is open to candidates in USA. Bask Health is a telehealth platform that helps entrepreneurs and businesses launch direct-to-consumer telemedicine companies. The Customer Success Advocate will own customer relationships and lifecycle activities, use AI-first workflows, support platform adoption, and help customers resolve operational and technical issues.
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 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
- Work Weekends
Skills
- A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers
- You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before!
- You are a people-person - empathetic, self-aware, low ego, and extremely positive - and are comfortable working in a small collaborative team where you'll wear many hats
- You are passionate and proficient in written and spoken communications
- We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience
- Finding comfort in working in a fast-paced startup environment
- Believing no task is too small and no task is too tall
- Work Weekends
- 5+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
- Experience in e-commerce
- Experience in the telehealth space
- 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.)
- **Proficient in English is a must**
Benefits
- Remote work arrangement
Company Overview