At a Glance
- Tasks: Manage client relationships and leverage AI tools to enhance their Telehealth businesses.
- Company: Join a fast-growing startup revolutionising telemedicine with an innovative platform.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Other info: Dynamic startup culture focused on speed, innovation, and teamwork.
- Why this job: Be at the forefront of AI in client success and make a real impact on entrepreneurs' journeys.
- Qualifications: 5+ years in Customer Success with experience in AI tools and e-commerce.
The predicted salary is between 59400 - 72600 £ per year.
- Description
- About Bask Health
Bask is the best Telehealth platform on the market.
Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform.
With hundreds of features to meet the unique needs of Telehealth, we put all the tools in our customers' hands for success.
We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:
- Speed Wins. Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company.
- Intuition, Then Data. We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve.
- Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes.
- Customer-Obsession.
We are obsessed with helping all our customers launch multi-billion-dollar companies with ease.
We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better.
- Ownership & Accountability, Together.
We embody a culture of extreme ownership, accountability, and teamwork.
We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success.
About the Role
Client Success at Bask Health is AI-first and customer-obsessed.
We're looking for an AI-Native Client Success Manager who takes full ownership of client relationships and uses AI as an essential part of their everyday workflow.
In this role, you'll manage client accounts from onboarding through renewals and expansion, helping entrepreneurs launch and grow their Telehealth businesses on the Bask platform.
You'll use AI tools to research client needs, troubleshoot challenges, improve processes, and identify opportunities to deliver a better client experience.
We're looking for someone who is comfortable experimenting with new technologies, thinks independently, and knows how to combine AI-driven efficiency with genuine human relationships.
What You'll Do
- Own the full client lifecycle, including onboarding, engagement, adoption, retention, renewals, and expansion.
- Build strong relationships with Bask clients and help them successfully launch and grow their businesses.
- Use AI tools and large language models (LLMs) to research client needs, structure problems, draft communications, and improve day-to-day workflows.
- Develop AI-assisted workflows and automations to streamline onboarding, account management, follow-ups, and troubleshooting.
- Build logic-based questionnaires and asynchronous patient visit workflows through the Bask platform.
- Help clients launch medications and identify opportunities to expand their product offerings.
- Troubleshoot platform, workflow, and order-related issues while proactively identifying solutions.
- Monitor client health, platform usage, and engagement metrics to identify potential churn risks and growth opportunities.
- Develop proactive strategies to improve client adoption, retention, and overall account performance.
- Deliver platform demonstrations, answer technical questions, and recommend creative ways for clients to get more value from Bask.
- Use client data and measurable outcomes to evaluate the effectiveness of AI-assisted processes and client success initiatives.
- Validate AI-generated recommendations through research, testing, and client feedback before implementation.
- Document and share successful AI prompts, automations, and repeatable workflows with the Client Success team.
- Collaborate with Product, Engineering, and other internal teams to improve the client experience.
- Work Weekends.
Requirements
What We're Looking For
- 5+ years of experience in Customer Success, Account Management, or Client Services within a Saa S organization.
- Experience in e-commerce, ideally supporting DTC brands, online merchants, or e-commerce technology platforms.
- Experience managing large or enterprise-sized client portfolios.
- Demonstrated hands-on experience using AI tools such as Chat GPT, Claude, Gemini, or similar LLMs to improve professional workflows.
- Experience creating, implementing, or improving AI-assisted processes, automations, or repeatable workflows.
- Ability to provide real examples of how you've used AI to solve problems, improve efficiency, or deliver measurable business results.
- Strong understanding of client onboarding, adoption, retention, renewals, and account expansion.
- Experience using client engagement data and performance metrics to identify risks and growth opportunities.
- Ability to independently research problems, evaluate AI-generated information, and turn findings into practical solutions.
- Good judgment when handling sensitive client information and using AI tools in accordance with company privacy and security requirements.
- Excellent written and verbal communication skills.
- A creative problem solver who takes initiative and is comfortable navigating unfamiliar challenges.
- An entrepreneurial mindset and a strong sense of ownership and accountability.
- Strong organizational skills and the ability to manage multiple client accounts and priorities.
- Comfortable collaborating across teams and working in a fast-paced startup environment.
- How We Work With AI
At Bask Health, AI isn't an occasional productivity tool. It's part of how we approach problems, make decisions, and support our clients.
We expect our Client Success team to
- Start with AI when researching, organizing information, and exploring solutions.
- Use independent judgment to verify AI-generated recommendations before putting them into practice.
- Identify opportunities to automate repetitive tasks and improve existing workflows.
- Use approved tools and follow applicable privacy and security requirements when handling client or patient information.
- Measure the effectiveness of AI-assisted workflows and continuously refine them based on results.
- Experiment with new AI tools and approaches.
- Share successful processes and workflows so the entire team can work more efficiently.
The ideal candidate doesn't need to be an AI engineer, but should be someone who naturally looks for ways to use AI to work smarter and deliver better results
AI-Native Client Success Manager employer: Bask Health
Bask is an exceptional employer, offering a dynamic and innovative work environment that fosters creativity and problem-solving. As a rapidly growing startup in the telehealth sector, we provide our employees with unique opportunities for professional growth and development, while maintaining a strong focus on collaboration and customer success. Our commitment to a high-performance culture ensures that every team member can thrive and contribute to our mission of empowering businesses in the telemedicine space.
StudySmarter Expert Advice🤫
We think this is how you could land AI-Native Client Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bask Health. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bask Health before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace AI-Native Client Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bask Health:Your cover letter is your chance to shine! Tell us why you want to work at Bask Health specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bask Health!
How to prepare for a job interview at Bask Health
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
