Specialist I, Client Success (Retention)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Specialist I, Client Success (Retention) based in the United States.

As a Specialist I, Client Success (Retention), you will help clients stay engaged in their mental healthcare journeys by providing empathetic, personalized support when appointments are missed, canceled, or clients are considering stepping away from care. You will connect with clients through live conversations, helping them overcome barriers, navigate provider options, and take meaningful next steps. Your guidance will make it easier for clients to rebook appointments, find a better provider match, and understand the tools and resources available to them. Using an autodialer for initial outreach, you can focus your time on meaningful conversations rather than unanswered calls and voicemails. You will collaborate with clinical, provider operations, support, and external partner teams to resolve issues and ensure smooth follow-ups. This is a fully remote, full-time opportunity in a fast-paced, mission-driven environment where empathy, clear communication, and measurable results contribute to improving access to quality mental healthcare.

Accountabilities

• Reconnect with clients: Conduct empathetic, live conversations with clients who have canceled appointments, missed sessions, or become less engaged, helping them rebook, find another provider, or identify their next step in care.

• Guide client decisions: Explain platform features such as messaging, rescheduling, and provider rematching; address concerns and provide informed guidance on finding the right provider.

• Maintain accurate documentation: Record each interaction clearly to support effective handoffs to follow-up teams and help identify patterns across the client experience.

• Collaborate across teams: Work with Clinical, Provider Operations, Support, and external service partners to resolve client issues and coordinate escalated or complex cases.

• Navigate coverage programs: Develop an understanding of payor-specific requirements, including employee assistance program (EAP) session limits and referral processes, to help clients access available care.

• Improve the client experience: Identify recurring challenges and engagement barriers, advocate for client needs, and contribute insights to cross-functional improvement initiatives.

Requirements:

• 1–3 years of experience in a people-facing role such as client success, care navigation, inside sales, or mental health services.

• Strong verbal and written communication skills, with the ability to engage clients warmly and confidently over phone, SMS, and email.

• Ability to guide people through uncertainty, explain available options, address concerns, and help them feel confident about their next steps.

• A balance of empathy and operational discipline, including the ability to meet outreach and productivity goals while keeping interactions personal.

• Comfort handling back-to-back live conversations while maintaining energy, patience, and attentiveness throughout the workday.

• Ability to work with performance metrics, receive feedback, and use data to improve results.

• Adaptability and enthusiasm for working in a fast-paced, mission-driven environment.

• Genuine interest in improving access to affordable, high-quality mental healthcare.

Benefits:

• Compensation: $24.04 per hour in base pay, plus $18,000 in variable compensation.

• Employment: Full-time, non-exempt position.

• Remote work: Fully remote within the United States, with travel for approximately 2–3 company or department offsites per year.

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

• Mental healthcare: Complimentary access to therapy through the platform for eligible US employees.

• Financial benefits: Retirement savings programs and equity opportunities.

• Time off: Flexible paid time off, company-paid holidays, and a company-wide winter break.

• Parental support: Up to 18 weeks of paid parental leave and a stipend for a new child.

• Wellbeing: Dedicated weekly flexible time for personal care and an annual stipend for wellness and professional development.

• Remote-work support: Home office assistance and meal benefits, with offerings tailored to remote and hub-based employees.

• Additional perks: Wellness memberships, virtual care, pet insurance discounts where available, and global travel assistance.

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