About the Role
Bask is building the infrastructure powering telehealth’s future—connecting patients, providers, and partners through a scalable, data-driven platform. We’re looking for a Customer Success Project Manager to serve as the operational backbone for non-troubleshooting client requests, ensuring seamless coordination across teams and driving process excellence at scale.
This role is ideal for a detail-obsessed, systems-driven operator who thrives at the intersection of customer success, product delivery, and operational rigor—and is excited to work in a fast-paced, startup environment. You’ll be the connective tissue between clients and internal teams, ensuring every project is executed with precision, transparency, and measurable impact.
Who We’re Looking For
You’ve operated in client-facing or delivery-focused roles in SaaS, e-commerce, or telehealth and know how to bring order and structure to complex, fast-moving environments. You can translate customer needs into clear internal actions, keep projects on track against shifting priorities, and maintain a relentless focus on delivering exceptional client experiences.
Key Responsibilities
Customer Request Management & Coordination
- Own the complete lifecycle of non-troubleshooting customer requests including intake, triage, prioritization, and progress tracking
- Serve as the primary coordination point between Customer Success, Product, Engineering, and Operations teams
- Maintain a dynamic, organized backlog of open customer requests with clear timelines, dependencies, and internal ownership assignments
- Execute intelligent prioritization of requests and projects based on limited formal policies, requiring strong business judgment
Client-Facing Communication & Relationship Management
- Proactively communicate project updates, potential blockers, and revised timelines to Account Managers and directly to clients when appropriate
- Lead client-facing meetings to discuss project scope, requirements, and deliverables
- Build and maintain strong relationships with key customer stakeholders to ensure satisfaction and project success
- Manage customer expectations throughout the project lifecycle, balancing client needs with internal capabilities
Cross-Functional Leadership & Process Development
- Facilitate weekly syncs and check-ins with cross-functional stakeholders to drive request completion
- Identify recurring or systemic request themes and provide strategic insights to Customer Success and Product leadership
- Build, document, and continuously iterate internal processes for more scalable and efficient request handling
- Collaborate with technical teams to ensure project requirements are clearly defined and executable
