• Own a book predominantly comprised of mid-market customers. • Run structured onboarding and ongoing success plans to drive adoption and outcomes. • Manage inbound customer requests and issues. Triage quickly and coordinate resolution with internal teams. • Proactively engage customers to prevent issues, improve product usage, and reduce churn risk. • Build and maintain relationships with key customer stakeholders. • Drive renewals for customers in your book, including risk identification, save plans, and renewal execution. • Identify and support expansion opportunities in partnership with Sales. • Act as a customer advocate internally. Share clear context and feedback with Product and Operations partners. • Maintain excellent data hygiene across Seso systems, including accurate notes, health signals, and next steps. • Proactively monitor customer health metrics and implement retention strategies. • Serve as an escalation point for complex customer issues. Lead cross-functional action plans to resolution. • Model strong judgment, customer-first communication, and solution-oriented problem solving. • Informally mentor other CSMs by sharing best practices and helping unblock tricky situations.

Bask is seeking a Customer Success team member with a clinical or pharmacy background to support medication-related operations and ensure patients receive accurate, timely guidance. In this role, you’ll act as a critical bridge between patients, providers, and pharmacy partners; helping maintain clarity, compliance, and a seamless care experience. This position is ideal for someone with medical training who enjoys problem-solving, clear communication, and working cross-functionally in a fast-moving telehealth environment. What You’ll Do - Serve as the primary point of contact for medication-related inquiries, including dose, strength, and administration instructions. - Triage and assess questions to ensure accurate, compliant, and timely responses. - Coordinate directly with prescribing provider groups and pharmacy partners to verify prescriptions and confirm appropriate dosing. - Identify and resolve discrepancies between prescribed instructions and patient understanding. - Escalate complex medication or safety concerns to licensed clinicians when appropriate. - Partner cross-functionally with clinical, pharmacy, and operations teams to improve the overall patient experience. - Monitor recurring issues and provide feedback to leadership to strengthen workflows and patient education materials.

• You will enthusiastically grow revenue and drive adoption of the Basis Platform through strategic account management and relationship building. • You will be responsible for growing existing revenue alongside Sales by partnering with your clients to identify and meet their business objectives, ensuring their success as they adopt a new platform. • From training them on Basis usage, DSP strategy and optimization, to defining packages and pricing, you’ll own the day to day and become an integral part of your clients’ digital strategy. • You will also contribute by: - Owning your own book of dedicated customers; focused on continued revenue growth, widening platform usage, goal development, and establishing clear product feedback communication channels. - Establishing best practices and creative strategies to rapidly grow client spend and platform adoption through continued education, proactive outreach, opportunity tracking, and goal development. - Collaborate with cross functional teams (Product, Sales, and Support) to resolve issues, prioritize feedback, and enhance client value. - Providing business insights through Partner Reviews and other regular reports to help drive revenue and Partner KPIs against platform usage. - Maintain detailed client health tracking, usage metrics, and engagement documentation in CRM and CS tools. - Maintaining a deep understanding of Basis' software products and industry knowledge to be able to speak with customers and the team about the most relevant features/functionality for their specific business needs. - Working closely with champions and decision makers to influence growth strategies thru Raving Fan Service. - Continuing education and developing programmatic buying knowledge and skills of your customers. - Reviewing campaigns and provide detailed feedback to educate platform buyers. - Helping realize client goals by customizing training, guiding campaign set up, and making optimization recommendations. - Working with Basis' internal support, product, and operations teams to provide high level of assistance post sale. - Maintaining and improving the NPS (Net Promoter Score) and advocacy program

• Build a strong relationship with your clients as a strategic and supportive partner • Focus on building loyalty to ensure long-term client success by presenting product information, addressing customer issues and helping the teams implement Prompt Plus and other premium product offerings • Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system • Gain a strong understanding of the ins and outs of a therapy business in order to provide expertise to our clients throughout their onboarding • Lead question/answer webinars with clinical management and staff • Work with support team as tickets are escalated to you to provide specific workflows for clients, and work the support channel per team needs • Work with Clients if they choose to downgrade or churn off products to save the client and help them understand the value of our products. • Assist in the onboarding process of new clients • Delegate questions to the Client Experience Team, Billing Success Team, and Customer Success team as appropriate • Collaborate with team members and management in recommending and implementing improvement opportunities