Client Success Manager (Remote SA) -44846225848

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.

We are seeking an experienced and data-driven Client Success Manager to 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.

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• 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.

• 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.

• 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.

• 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.

• 3+ years of experience in a client success, patient coordination, or healthcare operations role, with a strong preference for experience in the mental health or medical field.

• 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 (SimplePractice experience is a plus), and data reporting.

• Excellent communication and relationship management skills, with a high degree of empathy.

• A highly organized, proactive, and detail-oriented approach to your work.