Client Success Specialist I – Retention
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Job Description
Client Success Specialist helping Grow Therapy, a mental healthcare marketplace, retain clients after missed or canceled appointments. Guiding rebooking, provider matching, and continued care.
Responsibilities:
- Conduct live, high-empathy conversations with clients who canceled, no-showed, or disengaged
- Help clients rebook appointments, rematch with providers, or take their next step in care
- Coach clients on platform tools such as messaging, rescheduling, and rematching
- Address client hesitation and provide provider match guidance
- Document every conversation for clean handoffs and trend identification
- Partner with Clinical, Provider Operations, Support, and BPO teams to resolve issues and handle escalations
- Learn and apply payor-specific program and coverage details, including EAP session limits and referral requirements
- Identify recurring pain points and engagement barriers
- Advocate for client needs and contribute to cross-functional improvements to the care experience
Requirements:
- 1–3 years of experience in client success, care navigation, inside sales, or mental health services
- Ability to communicate warmly, clearly, and confidently across phone, SMS, and email
- Ability to tailor communication tone to clients’ emotional states
- Ability to guide clients through uncertainty and help them navigate options
- Ability to balance outreach and productivity goals with empathetic, personalized interactions
- Stamina for back-to-back live calls throughout a full day
- Comfortable using data and performance measurement to improve results
- Ability to work effectively in fast-paced, mission-driven environments
- Commitment to affordable, quality mental healthcare
- Authorization to work lawfully in the United States
Benefits:
- Comprehensive medical, dental, vision, life, and disability coverage
- No cost access to therapy through the Grow platform (available to US employees)
- Retirement savings programs
- Equity opportunities
- Flexible time off
- Company-paid holidays
- Company-wide Winter Break
- Up to 18 weeks of paid parental leave
- New child stipend
- Dedicated weekly flexible time for self-care
- Annual wellness and development stipend
- Pre-tax commuter benefits for teammates working from hub locations
- Home workspace support
- Meal benefits
- Wellness memberships
- Virtual care
- Pet insurance discounts where available
- Global travel assistance
- Fully remote work with travel 2–3 times per year for company and department offsites
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