Job Title: Client Success Manager (Mental Health)

Location:Remote |Type:Full-Time

About Our Client

Our client is a mission-driven mental health organization committed to providing innovative and accessible therapeutic solutions. As they continue to grow, they are seeking a dedicated and empathetic leader to take ownership of their client experience and drive long-term retention.

The Opportunity

We are seeking an experienced and data-drivenClient Success Managerto lead our client's retention efforts. This is a foundational role for a professional who is passionate about building systems that support long-term client wellness and engagement.

You will be responsible for developing and implementing the strategies that ensure clients not only have a great onboarding experience but also stay engaged and achieve their therapeutic goals. This role bridges intake, therapist communication, and client follow-up, ensuring no client falls through the cracks.

Key Responsibilities
* Retention & Engagement Strategy:Track client attendance, session frequency, and dormant accounts to proactively flag at-risk clients.Proactively follow up with clients who have missed or have not scheduled sessions.Coordinate with therapists to ensure continuity of care and a smooth client re-engagement process.
Retention & Engagement Strategy:
* Track client attendance, session frequency, and dormant accounts to proactively flag at-risk clients.
Track client attendance, session frequency, and dormant accounts to proactively flag at-risk clients.
* Proactively follow up with clients who have missed or have not scheduled sessions.
Proactively follow up with clients who have missed or have not scheduled sessions.
* Coordinate with therapists to ensure continuity of care and a smooth client re-engagement process.
Coordinate with therapists to ensure continuity of care and a smooth client re-engagement process.
* Client Tracking & Reporting:Build and maintain retention dashboards using data from HubSpot, SimplePractice, and billing systems.Provide weekly reports on key metrics such as retention rates, client churn, and therapist performance, identifying trends and making recommendations to leadership.
Client Tracking & Reporting:
* Build and maintain retention dashboards using data from HubSpot, SimplePractice, and billing systems.
Build and maintain retention dashboards using data from HubSpot, SimplePractice, and billing systems.
* Provide weekly reports on key metrics such as retention rates, client churn, and therapist performance, identifying trends and making recommendations to leadership.
Provide weekly reports on key metrics such as retention rates, client churn, and therapist performance, identifying trends and making recommendations to leadership.
* Therapist Support & Accountability:Partner with therapists to monitor caseloads, especially when a therapist transitions out of the practice.Collaborate with the Clinical Director to identify therapists with higher client drop-off rates and develop corrective strategies.
Therapist Support & Accountability:
* Partner with therapists to monitor caseloads, especially when a therapist transitions out of the practice.
Partner with therapists to monitor caseloads, especially when a therapist transitions out of the practice.
* Collaborate with the Clinical Director to identify therapists with higher client drop-off rates and develop corrective strategies.
Collaborate with the Clinical Director to identify therapists with higher client drop-off rates and develop corrective strategies.
* Client Experience & Communication:Act as a key liaison between clients and the practice for questions related to scheduling, therapist transitions, or reassignments.Support the onboarding of new clients to ensure a seamless and positive first experience.
Client Experience & Communication:
* Act as a key liaison between clients and the practice for questions related to scheduling, therapist transitions, or reassignments.
Act as a key liaison between clients and the practice for questions related to scheduling, therapist transitions, or reassignments.
* Support the onboarding of new clients to ensure a seamless and positive first experience.
Support the onboarding of new clients to ensure a seamless and positive first experience.

What You Bring
* 3+ years of experience in a client success, patient coordination, or healthcare operations role, with a strong preference for experience in themental health or medical field.
3+ years of experience in a client success, patient coordination, or healthcare operations role, with a strong preference for experience in themental health or medical field.
* A strong analytical mindset, with the ability to identify patterns in client behavior and recommend data-driven solutions.
A strong analytical mindset, with the ability to identify patterns in client behavior and recommend data-driven solutions.
* Proficiency with CRM platforms (HubSpot preferred), EHR systems (SimplePractic