• Own the Customer Journey - Lead end-to-end onboarding and implementation for new customers, designing tailored training programs and success plans with clear KPIs and measurable ROI targets. • Drive Product Adoption & Value Realization - Proactively monitor usage metrics, run regular health checks, and champion best practices to turn casual users into power users and advocates. • Lead Quarterly Business Reviews (QBRs) - Plan and facilitate strategic QBRs with technical and commercial stakeholders to demonstrate ROI, align on roadmap priorities, and identify expansion opportunities. • Orchestrate Complex Rollouts - Manage multi-phase deployments for large teams and organizations, acting as the technical quarterback during critical windows to ensure zero downtime and seamless integration. • Be the Voice of the Customer - Channel customer feedback and feature requests directly into the product roadmap, participating in design and testing to ensure we solve real problems for real teams. • Build Long-Term Partnerships - Own retention and renewals, nurture expansion opportunities, and serve as the trusted advisor to technical leaders and decision-makers.

• Manage, coach, and develop a team of Customer Success Engineers. • Drive successful implementations in complex enterprise environments. • Establish repeatable onboarding playbooks, success criteria, deployment checklists, and “time-to-value” targets. • Build and run a customer health and risk program and own renewal readiness. • Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases. • Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment. • Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers. • Create a structured voice-of-customer pipeline and influence roadmap with a strong point of view on enterprise readiness.

• Solving interesting cases for Bask customers. • Troubleshooting customer issues alongside our engineering team. • Working with other Bask teams to provide advice and assistance, both internally and externally. • Developing and improving internal tools alongside engineering. • Specializing in a few product areas and owning that within the team. • Improving existing, and identifying new, internal documentation, processes and policies. • Assisting Customer Success Managers with Enterprise requests.

About Bask 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: Reporting to the Customer Success & Engineering, the Customer Success Engineer's responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Bask customers get the most out of the platform. To be successful in this role, you must be an excellent communicator who's able to earn our customers' trust and understand technical problems quickly. You will also ideally have a background in web development and have a passion for digging deep to find and resolve root causes. In addition to this, you will be comfortable with weekend on-call work based on a rota system. Ultimately, you will help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience. What You Will Do: - Solving interesting cases for Bask customers. - Troubleshooting customer issues alongside our engineering team. - Working with other Bask teams to provide advice and assistance, both internally and externally. - Developing and improving internal tools alongside engineering. - Specializing in a few product areas and owning that within the team. - Improving existing, and identifying new, internal documentation, processes and policies. - Assisting Customer Success Managers with Enterprise requests.