Client Success Specialist I – Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage in live, high-empathy discussions with clients who have canceled, failed to show, or become disengaged.

• Assist clients in rebooking appointments, rematching with providers, or determining their next steps in care.

• Educate clients on platform features such as messaging, rescheduling, and rematching.

• Address client hesitations and offer guidance on provider matching.

• Record every conversation for seamless transitions and trend analysis.

• Collaborate with Clinical, Provider Operations, Support, and BPO teams to resolve issues and manage escalations.

• Acquire and utilize payor-specific program and coverage information, including EAP session limits and referral prerequisites.

• Recognize ongoing pain points and engagement obstacles.

• Advocate for client needs and support cross-functional enhancements to the care experience.

⛳️ Requirements

• 1–3 years of experience in client success, care navigation, inside sales, or mental health services.

• Strong ability to communicate warmly, clearly, and confidently through phone, SMS, and email.

• Capacity to adjust communication tone according to clients’ emotional states.

• Proficiency in guiding clients through uncertainty and assisting them in navigating options.

• Ability to balance outreach and productivity objectives with empathetic, personalized interactions.

• Endurance for continuous live calls throughout a full day.

• Comfort with utilizing data and performance metrics to enhance outcomes.

• Effectiveness in fast-paced, mission-driven environments.

• Dedication to affordable, quality mental healthcare.

• Authorization to work legally in the United States.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance coverage.

• Complimentary access to therapy through the Grow platform (available to US employees).

• Retirement savings plans.

• Opportunities for equity.

• Flexible time off policy.

• Company-sponsored holidays.

• Company-wide Winter Break.

• Up to 18 weeks of paid parental leave.

• Stipend for new child expenses.

• Dedicated weekly flexible time for self-care.

• Annual wellness and development stipend.

• Pre-tax commuter benefits for employees working from hub locations.

• Support for home workspace setup.

• Meal benefits provided.

• Wellness memberships available.

• Access to virtual care services.

• Discounts on pet insurance where applicable.

• Global travel assistance offered.

• Fully remote work arrangement with travel required 2–3 times per year for company and departmental offsites.