Re-engage prospective and early-stage clients through timely, high-empathy outreach via phone, SMS, and email. This includes those who submitted inquiries but haven’t booked, canceled/no-showed their first session, or may be uncertain about their provider fit.
Coach clients through key moments of decision-making, providing clarity on platform tools (e.g., messaging, rescheduling, rematching), addressing hesitation, and offering provider support options that meet their evolving needs.
Document and track client interactions using tools like Intercom to maintain a clear record of communication, surface trends, and ensure timely follow-up throughout the client journey.
Partner with internal teams including Clinical, Provider Operations, and Support to resolve issues quickly, share insights, and ensure a seamless handoff for escalated or complex cases.
Champion continuous improvement by identifying recurring pain points or engagement barriers, advocating for client needs, and contributing to cross-functional efforts to enhance the overall care experience.

Thrive in people-facing roles and bring 1–3 years of experience in client success, care navigation, inside sales, or mental health services.
Communicate with warmth, clarity, and confidence across phone, SMS, and email and can tailor your tone to meet clients where they are emotionally.
Know how to guide someone through uncertainty, helping them navigate options, overcome friction, and feel empowered to take the next step.
Balance structure with empathy, hitting outreach and productivity goals while ensuring every interaction feels human and personalized.
Stay energized in fast-paced, mission-driven environments, where every conversation can have a real impact on someone’s mental health journey.
Care deeply about access to affordable, quality mental healthcare and want to be part of a team working to make that a reality.

Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
Financial Wellness: 401(k) program and equity opportunities.
Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.
Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
Wellness & Development: Annual stipends to put towards personal & professional growth.
Mental & Physical Health Support: No-cost access to therapy through the Grow platform, weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).
Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.

Client Success Specialist, Referrals

Key skills