Specialist I, Client Success (Retention)

Role overview Help clients reconnect with mental health care after a missed or canceled appointment, or when they are unsure about continuing. Through live, supportive conversations, you’ll help them navigate provider fit, scheduling, coverage rules, and other barriers so they can choose a practical next step.

Responsibilities - Speak by phone with clients who have disengaged from care, using an autodialer to connect with people who answer. - Help clients rebook, find a different provider, or decide on another next step in their care. - Explain relevant platform features and guide clients through questions about rescheduling, messaging, and provider matching. - Record conversations clearly so follow-up teams can continue the discussion and recurring issues can be identified. - Coordinate with clinical, provider operations, support, and partner teams on complex cases and handoffs. - Learn program-specific coverage details, such as referral requirements or session limits, and use client feedback to surface service improvements.

Requirements - 1–3 years of experience in a people-facing role such as client success, care navigation, inside sales, or mental health services. - Clear, warm communication across phone, text, and email, with the ability to adapt to clients’ circumstances. - Ability to help people weigh options, address uncertainty, and move forward without pressure. - Comfort balancing empathetic service with structured outreach and productivity goals. - Resilience and focus in a fast-paced role involving frequent conversations.

Benefits and work setup - Full-time, non-exempt, fully remote role in the United States; travel for team gatherings is expected 2–3 times per year. - Listed compensation is $24.04 per hour plus $18,000 in variable compensation; actual base pay may depend on experience, qualifications, and location. - Benefits include medical, dental, vision, life, and disability coverage; retirement and equity programs; flexible time off and paid holidays; parental leave; and a wellness and development stipend. - Eligible employees can access therapy at no cost through the care platform. Home office and meal support are also offered.