Client Success Manager

We are looking for a proactive and emotionally intelligent Client Success Manager to support our incoming clients through their journey—from intake to long-term engagement. This role, also referred to as Patient Account Manager, is pivotal in reducing client drop-off, improving retention, and introducing clients to additional services where appropriate. While not a clinical position, your empathy, communication skills, and knowledge of our services will be essential to providing a seamless, supportive experience.

Key Responsibilities

• Act as the primary point of contact for new and returning clients after intake
• Support onboarding by managing communications and tracking in our CRM (HubSpot)
• Conduct timely follow-ups (e.g., after first session, 30-day check-ins)
• Collaborate with the intake and clinical teams to ensure proper client-therapist matches
• Monitor and reduce no-show rates and early dropouts
• Track satisfaction through NPS surveys and gather testimonials
• Identify clients who may benefit from add-on services like group therapy, concierge care, coaching, or retreats
• Provide regular feedback to marketing, clinical, and intake teams to continuously improve the client experience

Requirements

• 2–4 years of experience in client success, patient experience, or account management (healthcare or mental health preferred but not required)
• Strong emotional intelligence and communication skills
• Proficiency with CRM systems (HubSpot preferred, Salesforce or similar acceptable)
• Detail-oriented, organized, and comfortable working in a fast-paced environment
• This is a non-clinical role, but knowledge or interest in mental health services and empathy for client challenges is essential
• Ability to work remotely and within US East Coast hours