Specialist I, Client Success

Summary

Join Grow Therapy as a Specialist I, Client Success and help individuals navigate their mental health journey. You will re-engage prospective and early-stage clients through various outreach methods, coach them through decision-making processes, and document client interactions. Collaboration with internal teams is crucial to resolve issues and ensure seamless transitions. You will also identify and address pain points to improve the overall client experience. The role offers a competitive salary with commission and a chance to make a real impact in mental healthcare. Grow Therapy is committed to providing a supportive and inclusive work environment.

Requirements

• 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

Responsibilities

• 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

Benefits

• Comprehensive health insurance plans, including dental and vision
• Flexible working hours
• Flexible Time Off
• Company-wide winter break
• Mental health mornings (2 hours each week)
• Wellness Stipend
• In-office meals and snacks
• Continuous learning opportunities
• Competitive salary
• The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities