Senior Customer Success Manager

Description

Bask is hiring a Senior Customer Success Manager to manage and grow customer relationships for its SaaS platform. The company provides technology and operational tools that help entrepreneurs launch and scale direct-to-consumer telemedicine businesses.

This role covers the full customer lifecycle, including onboarding, adoption, expansion, and renewals. You will also help customers solve software and order issues, analyze customer engagement data, deliver product demonstrations, answer technical questions, and identify ways customers can get more value from the platform.

The position is a strong fit for an experienced SaaS customer success professional who has worked with enterprise customers and understands e-commerce. Bask is also looking for someone who is comfortable working independently in a small team, solving problems creatively, communicating clearly, and using AI as part of their everyday workflow.

Job at a Glance

Job Title	Senior Customer Success Manager
Company	Bask
Location	New York
Job Type	Full-Time
Experience	7+ years in Customer Success or Client Services at a SaaS company
Industry	Telehealth / SaaS
Job Category	Customer Success
Main Focus	Customer lifecycle management, adoption, expansion, renewals, and enterprise account success

Detailed Role Requirements & Responsibilities

Customer Lifecycle Management

The Senior Customer Success Manager will own the customer journey from onboarding through renewal.

Responsibilities include:

• Managing customer onboarding
• Supporting product adoption
• Helping customers achieve value from the platform
• Identifying expansion opportunities
• Managing renewals
• Building long-term customer relationships
• Understanding changing customer needs

The role requires a customer-focused approach throughout the entire relationship rather than concentrating only on onboarding or support.

Customer Engagement and Adoption

A key responsibility is helping customers make effective use of the platform.

You will:

• Design customer engagement programs
• Encourage user adoption
• Identify ways to improve customer experiences
• Understand patient needs
• Recommend creative ways customers can use the platform

The ability to connect customer goals with practical product solutions will be important.

Enterprise Account Management

Bask is looking for someone with experience managing mid-to-large enterprise accounts.

This means the role involves:

• Managing important customer relationships
• Understanding account needs
• Identifying opportunities for expansion
• Maintaining strong communication with customers
• Helping customers solve problems
• Working with internal teams when customer issues require additional support

Experience managing complex SaaS accounts should be clearly highlighted on your resume.

Customer Data and Engagement Analysis

The position includes working with customer data to identify opportunities.

You will:

• Manage customer data
• Analyze engagement
• Identify customer value
• Find opportunities for improvement or expansion
• Use customer information to guide engagement efforts

Candidates should be comfortable using customer information to make practical decisions rather than relying only on intuition.

Product Demonstrations and Technical Support

The role is not limited to relationship management.

You will also:

• Deliver product demonstrations
• Answer customer technical questions
• Troubleshoot Bask software
• Troubleshoot order-related issues
• Recommend different ways customers can use the platform

This makes technical confidence and product knowledge useful alongside traditional customer success skills.

AI-First Customer Success

Bask describes its customer success approach as AI-first.

The company expects the successful candidate to:

• Use LLMs as part of their work
• Validate AI-generated ideas with patients and partners
• Continuously improve workflows
• Create repeatable AI-supported processes
• Document useful AI workflows so they can be shared with others

Candidates who already use AI tools to improve customer research, communication, analysis, documentation, or workflow automation can highlight that experience.

Cross-Team Collaboration

The role requires collaboration across the organization.

You should be comfortable:

• Communicating with internal teams
• Working through customer issues collaboratively
• Explaining customer needs clearly
• Sharing useful customer insights
• Working independently while keeping relevant teams informed

Bask emphasizes clear communication, collaboration, ownership, and accountability as important parts of its working culture.

Required Skills and Experience

The main requirements for the role include:

• 7+ years of Customer Success or Client Services experience at a SaaS company
• E-commerce experience
• Experience managing mid-to-large enterprise accounts
• Strong written communication skills
• Strong verbal communication skills
• Excellent organizational skills
• Ability to work independently
• Strong problem-solving ability
• Creative approach to solving customer problems
• Ability to collaborate across teams
• Entrepreneurial mindset
• Customer-focused approach
• Comfort working in a fast-moving small-team environment

Skills That Can Strengthen Your Application

Additional experience that can make your application stronger includes:

• Enterprise SaaS customer success
• E-commerce platforms
• Account expansion
• Customer retention
• Renewal management
• Customer onboarding
• Customer adoption programs
• Customer engagement analytics
• Product demonstrations
• Technical customer support
• CRM and customer data management
• AI and LLM tools
• AI-assisted customer success workflows
• Telehealth or healthcare technology
• Direct-to-consumer businesses
• Experience working with startups or small teams

These skills should support your core Customer Success experience rather than replace the requirement for substantial SaaS experience.

Industry Context & Career Advice

Customer Success roles in SaaS increasingly involve more than answering customer questions and managing renewals. Senior professionals are often expected to understand customer data, improve adoption, identify expansion opportunities, and work closely with product and technical teams.

This role also reflects the growing use of AI in customer-facing operations. Bask expects its Customer Success team to use LLMs as part of its workflow and create repeatable AI-supported processes.

For your resume, focus on measurable customer outcomes. Instead of simply saying that you “managed enterprise accounts,” show what happened as a result of your work.

Useful achievements could include:

• Increased customer retention
• Improved product adoption
• Increased account expansion
• Reduced churn
• Increased renewal rates
• Improved customer satisfaction
• Grew account revenue
• Reduced customer response or resolution time
• Improved onboarding completion

If you have experience working with e-commerce customers or technology platforms, make that connection clear because it directly matches the requirements of this role.

What to Highlight on Your Resume

For this position, make the following experience easy to find:

• 7+ years of SaaS Customer Success or Client Services experience
• Enterprise account management
• E-commerce experience
• Customer onboarding
• Product adoption
• Customer engagement
• Account expansion
• Renewals
• Customer retention
• Customer data analysis
• Product demonstrations
• Technical troubleshooting
• SaaS platforms
• Cross-functional collaboration
• Customer relationship management
• AI and LLM tools
• Problem solving
• Independent project ownership
• Communication and organization

Whenever possible, quantify your achievements.

Instead of:

Managed enterprise SaaS customers.

A stronger bullet would be:

Managed a portfolio of mid-to-large SaaS accounts, driving onboarding, product adoption, renewals, and expansion opportunities while maintaining strong customer relationships.

Make the bullet more powerful by adding your actual number of accounts, retention rate, expansion revenue, or other measurable results.

Interview Preparation

How do you manage the full customer lifecycle?

Explain how you approach onboarding, adoption, ongoing engagement, expansion, and renewals. Show that you think about the customer’s entire relationship with the product.

How do you increase product adoption?

Discuss how you identify barriers to adoption, understand customer goals, educate users, monitor engagement, and create targeted engagement programs.

How do you manage enterprise customers?

Prepare an example involving a mid-to-large account. Explain how you managed stakeholders, understood business requirements, handled problems, and maintained the relationship.

How do you identify expansion opportunities?

Explain how you use customer engagement, business needs, product usage, and conversations with customers to identify opportunities without making the relationship feel purely sales-driven.

How do you handle a difficult customer?

Choose a real example. Explain what caused the problem, how you communicated with the customer, what actions you took, and how the relationship ended.

How do you troubleshoot a technical customer problem?

Show that you can first understand the customer’s issue, investigate the cause, communicate clearly, and involve technical teams when necessary.

How do you use customer data?

Discuss the metrics or customer information you have used to identify adoption problems, retention risks, expansion opportunities, or changes in customer behavior.

How are you using AI in Customer Success?

This is particularly relevant to Bask. Be ready to discuss how you use LLMs or AI tools for research, documentation, customer communication, analysis, workflow development, or other practical tasks.

Tell us about a time you worked independently.

Prepare an example where you identified a problem, decided what needed to be done, and delivered a solution without requiring constant direction.

Advice for Applicants

This role is best suited to an experienced SaaS Customer Success professional rather than someone who is just starting in customer success. The 7+ years of SaaS Customer Success or Client Services experience requirement should be clearly visible on your resume.

Your enterprise account management and e-commerce experience should also be prominent. If you have managed mid-to-large customers, explain the size and complexity of your portfolio and include measurable results whenever possible.

AI experience can strengthen your application because Bask specifically describes its Customer Success approach as AI-first. However, the strongest application should still be built around your customer success experience, account management ability, communication skills, and track record of improving customer outcomes.

The role also appears suited to someone who enjoys working in a small, fast-moving environment. If you have examples of taking ownership, solving problems without detailed instructions, or handling several responsibilities at once, include them.

The strongest way to position yourself is to show that you can manage complex SaaS customers, increase adoption, identify expansion opportunities, solve problems, and use customer data and AI tools to improve the customer experience.