Customer Success Associate, New Grad

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, we value people who take initiative, ask thoughtful questions, and enjoy learning how businesses work. Our customers include entrepreneurs and e-commerce operators building their own businesses, and our Customer Success team helps them understand the platform, solve problems, and make progress toward their goals. We're looking for people who are curious, organized, and excited to grow their skills through hands-on experience.

About the Role

We're looking for a Customer Success Associate, New Grad to support our Customer Success team and help entrepreneurs and e-commerce businesses get started with Bask Health.

This is an entry-level position designed for someone who wants to build a career in SaaS Customer Success, account management, and merchant-facing operations.

You'll work alongside experienced Customer Success Managers to support onboarding, customer communication, platform education, and ongoing account coordination.

You'll learn how Bask Health works, how our customers use the software, and what it takes to build successful long-term customer relationships.

Bask Health provides software that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

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

You'll develop an understanding of the merchant-facing aspects of the platform and how customers use them to operate their businesses.

You'll help new customers understand the onboarding process and the steps involved in getting started.

You'll assist Customer Success Managers with tracking onboarding milestones and outstanding customer tasks.

You'll help organize information needed for customer setup and activation.

You'll follow up with customers on routine onboarding questions and administrative next steps.

You'll provide approved guidance on basic platform navigation and supported merchant-facing features.

You'll help customers locate relevant documentation, tutorials, and support resources.

You'll learn how different platform capabilities connect to the needs of e-commerce businesses.

You'll support merchants who may be launching an online business for the first time.

You'll communicate clearly and avoid assuming that every customer has technical experience.

You'll help customers understand approved next steps when they encounter routine platform questions.

You'll recognize when a customer issue requires assistance from a more experienced Customer Success Manager.

You'll document reported issues and escalate them through established procedures.

You'll work with technical support teams when a platform problem requires specialized investigation.

You'll provide accurate information about the customer's question and the steps already taken.

You'll follow up on assigned customer requests and help ensure nothing is overlooked.

You'll maintain organized records of customer interactions, account updates, and outstanding tasks.

You'll use approved CRM and customer success tools to track assigned responsibilities.

You'll help prepare customer account summaries and meeting notes.

You'll support Customer Success Managers during customer meetings and onboarding calls.

You'll document action items and help track follow-up commitments.

You'll learn how to communicate professionally with founders, entrepreneurs, and business owners.

You'll help maintain a consistent and helpful experience for merchants interacting with Bask Health.

You'll assist with customer education and platform adoption initiatives.

You'll help identify common questions that new merchants ask during onboarding.

You'll share recurring questions with the Customer Success team.

You'll contribute to onboarding guides, help articles, and internal documentation.

You'll help organize customer feedback and communicate recurring themes to the appropriate teams.

You'll learn how customer feedback can inform product improvements.

You'll work with Customer Success Managers to understand customer goals and priorities.

You'll learn how merchants measure success when operating an online business.

You'll develop familiarity with e-commerce concepts such as online storefronts, checkout flows, subscriptions, and customer acquisition.

You'll learn how merchants use software to manage and grow their operations.

You'll support routine customer engagement activities under the guidance of experienced team members.

You'll help identify customers who may need additional education or follow-up.

You'll learn how Customer Success teams monitor customer engagement, adoption, and retention.

You'll assist with organizing account health information when requested.

You'll help prepare customer success reports and internal summaries.

You'll support administrative tasks that allow Customer Success Managers to focus on more complex customer relationships.

You'll participate in team discussions about customer challenges and opportunities for improvement.

You'll ask questions when you encounter unfamiliar workflows or customer requests.

You'll take notes during training and apply feedback to improve your work.

You'll gradually develop confidence in handling routine customer conversations independently.

You'll learn how to prioritize customer requests based on established team procedures.

You'll communicate proactively when you need assistance or additional information.

You'll take responsibility for completing assigned tasks accurately and on time.

You'll maintain a professional and helpful tone when communicating with customers.

You'll remain patient when explaining software processes or answering repeated questions.

You'll be comfortable learning new tools and adapting as the platform evolves.

You'll collaborate with Customer Success, Support, Product, and Engineering teams when appropriate.

You'll learn how different departments contribute to the customer experience.

You'll understand when a customer request belongs to another team and how to route it appropriately.

You'll recognize that clinical, pharmacy, and compliance decisions must be handled by authorized professionals.

You'll never provide medical advice, make clinical decisions, or promise prescription-related outcomes.

You'll follow approved privacy, security, and information-handling procedures.

You'll use authorized systems for customer information and internal communications.

You'll maintain accurate records and avoid sharing sensitive information through unapproved channels.

You'll contribute to a team environment that values initiative, accountability, and continuous learning.

You'll be encouraged to take ownership of your work while asking for guidance when needed.

You'll help identify small process improvements that make customer support more organized and efficient.

You'll develop the communication, organization, and problem-solving skills needed for a long-term career in Customer Success.

You'll gain practical experience working with SaaS software, e-commerce businesses, and customer-facing teams.

You'll learn how successful customer relationships are built through clear communication, reliable follow-through, and understanding customer needs.

You'll work with entrepreneurs who value initiative and practical problem-solving.

You'll support a team responsible for helping businesses get value from Bask Health's platform.

We're looking for someone who is early in their career, eager to learn, and comfortable communicating with customers.

You don't need years of professional Customer Success experience, but you should be organized, dependable, and genuinely interested in software and online businesses.

Experience running an online store, working in customer service, completing a relevant internship, or participating in an entrepreneurial project would be valuable.

Success in this role means learning the platform, supporting Customer Success Managers effectively, communicating clearly with merchants, completing assigned responsibilities, and gradually developing the skills needed to take on more customer ownership.

What You'll Do

• Support Customer Success Managers with daily customer-facing activities.
• Assist with merchant onboarding and account setup coordination.
• Help track onboarding milestones and outstanding customer tasks.
• Follow up with merchants on routine onboarding questions.
• Provide approved guidance on basic platform navigation.
• Help customers locate relevant documentation and support resources.
• Learn Bask Health's merchant-facing platform capabilities.
• Support customers using storefront, questionnaire, and checkout workflows.
• Document customer questions and reported platform issues.
• Escalate technical problems to the appropriate teams.
• Maintain accurate customer records and follow-up notes.
• Update assigned tasks in approved CRM and customer success systems.
• Prepare customer meeting notes and action items.
• Assist with customer education and adoption initiatives.
• Help identify common onboarding questions and recurring support needs.
• Contribute to internal knowledge resources and onboarding guides.
• Support routine customer engagement activities.
• Help organize account information and customer feedback.
• Assist with customer success reporting and internal summaries.
• Learn how customer adoption, engagement, and retention are measured.
• Communicate professionally with entrepreneurs and business owners.
• Collaborate with Customer Success Managers and support teams.
• Participate in platform training and customer success coaching.
• Ask questions and apply feedback to improve performance.
• Follow established customer communication and escalation procedures.
• Recognize when requests require specialized technical assistance.
• Escalate clinical, pharmacy, and compliance matters to authorized teams.
• Follow approved privacy, security, and information-handling requirements.
• Manage assigned tasks and follow-up responsibilities accurately.
• Identify opportunities to improve routine customer support processes.
• Develop practical knowledge of e-commerce and SaaS Customer Success.
• Take initiative and gradually build confidence in customer-facing responsibilities.

Requirements

• Recent graduate, early-career professional, or candidate with equivalent practical experience.
• Interest in building a career in Customer Success, account management, or customer-facing SaaS operations.
• Strong written and verbal communication skills.
• Ability to communicate professionally with customers and internal team members.
• Strong organizational skills and attention to detail.
• Ability to manage assigned tasks and follow through on commitments.
• Comfortable learning and navigating web-based software platforms.
• Basic understanding of customer service and problem-solving principles.
• Willingness to learn about e-commerce businesses and online merchant operations.
• Ability to explain information clearly and ask questions when needed.
• Strong willingness to learn new software tools and internal processes.
• Ability to work independently while collaborating with a remote team.
• Comfortable receiving feedback and applying it to improve performance.
• Ability to recognize when a customer request requires escalation.
• Strong sense of accountability for assigned responsibilities.
• Ability to maintain accurate notes, records, and follow-up tasks.
• Comfortable using email, spreadsheets, and online collaboration tools.
• Ability to manage multiple assignments and competing priorities.
• Professional and respectful communication skills.
• Willingness to follow established support and customer success procedures.
• Understanding of the importance of privacy and secure information handling.
• Interest in working directly with entrepreneurs and business owners.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company with evolving processes.
• Strong initiative, curiosity, and willingness to take ownership.

Nice to Have

• Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field.
• Internship experience in Customer Success, customer support, account management, or SaaS.
• Experience working in a customer-facing role.
• Experience supporting customers through email, chat, or phone.
• Familiarity with Shopify, BigCommerce, or other e-commerce platforms.
• Personal experience operating a Shopify store, TikTok Shop, Amazon business, or other online store.
• Experience participating in an entrepreneurial project or student-run business.
• Familiarity with direct-to-consumer business models.
• Interest in software platforms used by entrepreneurs and online merchants.
• Experience using HubSpot, Salesforce, Zendesk, Intercom, or similar tools.
• Familiarity with Google Workspace or Microsoft Office.
• Experience maintaining spreadsheets or tracking project tasks.
• Experience preparing meeting notes and follow-up summaries.
• Experience assisting with customer onboarding or software training.
• Familiarity with online storefronts, checkout processes, and subscription businesses.
• Experience working in a startup or small business environment.
• Experience collaborating with remote teams.
• Interest in healthcare technology or telehealth software.
• Experience creating help articles, tutorials, or customer-facing documentation.
• Strong interest in learning customer retention, product adoption, and account management practices.