Specialist I, Client Success (Retention)

The role

You will conduct high-empathy conversations with clients who have canceled or missed appointments to help them rebook or rematch with providers. You will coach clients through decision-making and document interactions to ensure seamless handoffs to partner teams.

What you will do

• Have live, high-empathy conversations with clients who have canceled, no-showed, or started to disengage
• Help clients rebook, rematch, or take their next step in care
• Coach clients through key moments of decision-making
• Provide clarity on platform tools like messaging, rescheduling, and rematching
• Offer expert provider match guidance
• Document every conversation for handoffs to partner teams
• Partner with internal teams to resolve issues and ensure seamless handoffs
• Work across payor-specific programs and learn coverage details
• Identify recurring pain points and advocate for client needs

Required qualifications

• 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
• Ability to guide someone through uncertainty
• Ability to balance structure with empathy and hit outreach and productivity goals
• Stamina for back-to-back conversations and a full day of live calls

Benefits

• Comprehensive medical, dental, vision, life, and disability coverage
• No cost access to therapy through the Grow platform for US employees
• Retirement savings programs
• Equity opportunities
• Flexible time off, paid holidays, and Winter Break
• Up to 18 weeks of paid parental leave and a new child stipend
• Weekly dedicated flexible time for self care
• Annual wellness and development stipend
• Commuter benefits
• Home office and meal benefits
• Wellness memberships, virtual care, pet insurance discounts, and global travel assistance

About the company

Grow Therapy is a three-sided marketplace that empowers providers, augments insurance payors, and serves patients to make mental health care more effective and accessible. The company has received more than $328M in funding.