Customer Growth 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, customer growth is about helping existing merchants find more value in the platform while building stronger, longer-term business relationships. We value commercial awareness, initiative, clear communication, and people who can identify opportunities and follow through on them.

About the Role

We're looking for a Customer Growth Manager to help Bask Health's existing merchants expand their businesses and increase the value they receive from our software platform.

This role focuses on identifying account growth opportunities, strengthening customer adoption, supporting retention, and developing long-term relationships with merchants.

You'll work with an assigned portfolio of existing customers using Bask Health to launch, manage, and grow direct-to-consumer telehealth businesses.

Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses that rely on our platform to support their operations.

You'll develop a detailed understanding of each customer's business model, current platform usage, growth goals, and operational challenges.

You'll look for opportunities to help customers make better use of existing capabilities and adopt additional features that support their business objectives.

You'll work closely with customer success managers, sales, product, and other internal teams to coordinate account growth initiatives.

Unlike a traditional new-business sales role, your primary focus will be growing relationships with customers who already use Bask Health.

You'll be expected to identify opportunities that may increase account value, improve platform utilization, and strengthen long-term customer retention.

You'll develop relationships with business owners, founders, and other decision-makers to understand their priorities and plans for growth.

You'll discuss how Bask Health's platform can support new initiatives, changing business needs, and additional operational requirements.

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

You'll learn how these features connect so you can identify relevant opportunities for additional platform adoption.

You'll analyze available customer data, account activity, and product usage to identify accounts with growth potential.

You'll recognize when customers are underutilizing features that could help them operate more effectively.

You'll work with customers to understand the reasons behind limited adoption and recommend appropriate next steps.

You'll identify opportunities for additional products, services, features, or supported capabilities when they align with customer needs.

You'll help coordinate expansion conversations and collaborate with the appropriate commercial stakeholders when pricing, contracts, or other commercial approvals are required.

You'll contribute to account growth plans that outline customer goals, potential opportunities, and follow-up activities.

You'll conduct regular growth-focused account reviews to discuss business performance, product adoption, and upcoming priorities.

You'll help customers understand new product capabilities and how they may fit into their business plans.

You'll also support retention by identifying account concerns that could limit future growth or put the relationship at risk.

You'll work with customer success and technical teams to help address those concerns before pursuing additional expansion opportunities.

You'll understand that sustainable account growth depends on customers receiving meaningful value from the platform.

You'll avoid recommending unnecessary features or commercial changes that do not align with the customer's needs.

You'll collaborate with customer success managers to maintain consistent communication and avoid overlapping or conflicting outreach.

You'll coordinate with product and engineering teams when customer feedback reveals opportunities to improve functionality or usability.

You'll work with technical support and customer success engineering teams when growth initiatives involve implementation questions or platform limitations.

You'll maintain accurate records of account growth opportunities, customer conversations, next steps, and relevant commercial activity.

You'll use CRM and account management tools to track expansion opportunities and organize follow-up.

You'll monitor account growth performance using available measures such as expansion revenue, product adoption, account retention, and opportunity conversion.

You'll share insights about customer growth patterns and recurring expansion opportunities with leadership.

You'll help improve customer growth playbooks, account planning processes, and internal collaboration between customer success and sales.

Because Bask Health supports healthcare-related businesses, you'll need to recognize when customer requests involve clinical, pharmacy, compliance, or other specialized responsibilities.

You'll coordinate with the appropriate authorized teams without making clinical or pharmacy decisions outside your role.

You'll work in a remote environment where initiative, accountability, and clear communication are important.

We're looking for someone with genuine post-sale customer relationship experience, strong commercial awareness, and recent experience working with e-commerce businesses or merchant-facing software.

You should be comfortable discussing business goals with entrepreneurs and identifying opportunities that create value for both the customer and Bask Health.

You'll need to be organized, analytical, proactive, and capable of managing multiple account growth initiatives independently.

Success in this role means helping existing merchants adopt more of the platform, strengthen their relationships with Bask Health, and expand their accounts in ways that support their business goals.

What You'll Do

• Manage growth initiatives across an assigned portfolio of existing merchant accounts.
• Identify opportunities to expand account value and platform adoption.
• Build relationships with entrepreneurs, business owners, and customer decision-makers.
• Understand each customer's business model, goals, and growth priorities.
• Develop account growth plans aligned with customer objectives.
• Analyze customer engagement and product usage to identify expansion opportunities.
• Identify underutilized platform features that may benefit existing customers.
• Recommend additional supported capabilities based on customer needs.
• Conduct growth-focused customer check-ins and business reviews.
• Support expansion conversations with existing merchant accounts.
• Collaborate with sales on commercial proposals and expansion opportunities.
• Coordinate with customer success managers on account growth priorities.
• Help customers understand new product capabilities and relevant updates.
• Identify customer adoption challenges that may limit account growth.
• Work with customer success teams to address retention concerns.
• Monitor customer health and account engagement.
• Identify opportunities for cross-selling and upselling where appropriate.
• Maintain accurate CRM records of expansion opportunities and follow-up activity.
• Track account growth plans, customer goals, and commercial next steps.
• Support renewal conversations when they involve account growth opportunities.
• Coordinate with product teams on recurring customer requests.
• Collaborate with technical teams when expansion involves implementation questions.
• Share customer feedback and growth insights with internal stakeholders.
• Use available customer data to prioritize high-potential accounts.
• Monitor relevant growth and expansion performance indicators.
• Identify recurring patterns across successful account expansions.
• Recommend improvements to customer growth processes and playbooks.
• Help develop customer education resources that support additional adoption.
• Maintain clear communication with customers throughout growth initiatives.
• Coordinate with appropriate operations stakeholders when necessary.
• Escalate clinical and pharmacy concerns to authorized teams.
• Take ownership of assigned account growth opportunities and follow through on commitments.

Requirements

• 3+ years of experience in customer success, account management, customer growth, or a closely related post-sale commercial role.
• At least 2 full years of genuine post-sale customer relationship ownership.
• Demonstrated experience supporting customer adoption, retention, renewals, or account expansion.
• Recent, substantive experience working directly with e-commerce businesses, online merchants, or merchant-facing commerce software.
• E-commerce experience within approximately the past 4 years.
• Strong understanding of e-commerce business models and merchant operations.
• Experience managing an assigned portfolio of existing customer accounts.
• Ability to identify growth opportunities within established customer relationships.
• Experience discussing business goals and expansion opportunities with customers.
• Strong commercial awareness and understanding of account growth principles.
• Ability to build relationships with entrepreneurs, founders, and business decision-makers.
• Experience using customer engagement or product usage information to guide account activity.
• Ability to identify opportunities for additional software adoption.
• Experience supporting customer retention and renewal initiatives.
• Strong written and verbal communication skills.
• Ability to explain product value in relation to customer business needs.
• Experience collaborating with sales and customer success teams.
• Ability to coordinate commercial opportunities with internal stakeholders.
• Strong organizational skills and attention to detail.
• Ability to manage multiple account growth opportunities simultaneously.
• Experience using CRM or customer success management tools.
• Ability to maintain accurate opportunity records and follow-up documentation.
• Strong problem-solving skills and proactive communication.
• Comfortable learning new software platforms and features.
• Ability to work independently in a remote environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and commitment to sustainable customer growth.

Nice to Have

• Experience in expansion-focused customer success or account management.
• Experience working at an e-commerce SaaS company.
• Experience supporting Shopify merchants or the Shopify ecosystem.
• Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar tools.
• Experience working directly with direct-to-consumer brands.
• Experience supporting entrepreneurs or online store owners.
• Personal experience operating an e-commerce business.
• Familiarity with subscription commerce and recurring-revenue models.
• Experience identifying upsell and cross-sell opportunities.
• Experience supporting expansion revenue targets.
• Familiarity with net revenue retention and account expansion metrics.
• Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar platforms.
• Experience conducting growth-focused business reviews.
• Experience using customer health scores and product adoption data.
• Understanding of online checkout and payment workflows.
• Familiarity with APIs, integrations, or merchant platform configuration.
• Experience collaborating with customer success engineering teams.
• Experience developing account growth plans or expansion playbooks.
• Familiarity with healthcare technology or telehealth software.
• Experience using customer data to identify growth opportunities.