Customer Success Project Manager

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.

Customer Success at Bask Health is AI-first and customer-obsessed. Work starts in an LLM to clarify intent and context, moves into research and execution, is validated with real patients and partners, and is continuously refined as we learn. AI and self-serve research are default parts of the workflow, not side experiments.

We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience.

What You'll Do

• Work AI-first: Use LLMs as your starting point to draft communications, structure problems, and think through customer needs. Apply your own judgment to refine the output and make it human.
• Validate with real customers and iterate: Test your approaches with real patients, providers, and partners. Use what you learn to improve how we serve them — before issues become patterns.
• Make automation legible and trustworthy: Help customers understand what Bask's platform is doing on their behalf. Communicate clearly and proactively to build trust while keeping their experience simple.

Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.

• 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
  

• 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
  

• 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
  

• 3+ years of experience in project management, program coordination, or client delivery roles, preferably in a SaaS or tech-enabled services environment
• Proven track record of working closely with Customer Success, Product, and Engineering teams in a B2B SaaS context
• Demonstrated experience managing client-facing projects with multiple stakeholders and complex requirements

• Advanced proficiency with project management and task-tracking tools including Asana, Jira, Linear, ClickUp, or Monday.com
• Strong analytical and problem-solving abilities with experience in data-driven decision making
• Exceptional written and verbal communication skills, particularly in customer-facing scenarios
• Proven ability to work independently, manage multiple competing priorities, and thrive in ambiguous environments

• Meticulous attention to detail and strong follow-through capabilities
• Natural ability to build relationships and influence outcomes across cross-functional teams
• Customer-obsessed mindset with a focus on delivering exceptional client experiences
  

• Background in telehealth, e-commerce, or high-growth startup environments
• Deep familiarity with SaaS customer lifecycle concepts including feature requests, SLAs, and backlog grooming
• Experience with operations or business systems project management
  

• Understanding of web-based platforms, APIs, or common B2B tech stacks
• Experience with customer success platforms and CRM systems
• Knowledge of Agile methodologies and project management best practices
  

This position is not a traditional customer support role (handled by our Customer Success Engineers) nor an account management position (managed by our dedicated Account Management team). This role is specifically designed for professionals who excel at internal coordination, process optimization, and cross-functional execution while maintaining strategic customer touchpoints to ensure project success.

This is not an engineering PM role.