The Opportunity:

As a Specialist I, Client Success you’ll play a key role in helping people move from intention to action in their mental health journey. You’ll connect with clients who’ve shown interest in therapy but haven’t yet started, those who’ve missed or canceled appointments, and others who may be feeling uncertain about continuing care. Your job is to meet them where they are with empathy, clarity, and encouragement,  and help them move forward. Whether that’s navigating provider fit, rebooking appointments, or simply offering a listening ear, you’ll make it easier for people to get the care they deserve, especially when the path feels uncertain.

What You'll Be Doing:

• 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.

You’ll Be a Good Fit If:

• 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.

Role Details:
Employment Type: Full Time, Non-Exempt
Base Compensation: The base compensation range for this position is $21.63 - $23.08 USD Per hour. This position will also include monthly variable commission ($1500 at performance goal).

The compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate's working location.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 11, 2025.

Please see the independent bias audit report covering our use of Covey here.