Client Success Specialist I – Retention

Grow Therapy

. Conduct live, high-empathy conversations with clients who canceled, no-showed, or disengaged .

Posted 11/5/2026full-timeRemote • United StatesJunior💰 $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong client advocacy and communication skills, effectively guiding clients through care navigation while addressing their emotional needs. Proficient in collaborating with cross-functional teams to enhance the client experience and improve service delivery.

Highest-signal resume keywords

Client Success ExperienceEmpathetic CommunicationCare NavigationData-Driven Performance ImprovementMental Health Services Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Warm CommunicationPersonalized InteractionGuidance Through UncertaintyAdaptability in Fast-Paced EnvironmentsStamina for Live Calls

Tools & Technologies

Messaging PlatformsAppointment Scheduling Tools

Industry Keywords

Mental HealthcareEAP Session LimitsReferral RequirementsClient EngagementCross-Functional Collaboration

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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