[Hiring] Client Success Specialist @Grow Therapy

Role Description

At Grow Therapy, we believe mental healthcare should feel personal, empowering, and accessible - never confusing or transactional. That’s why we’re reimagining the client experience to be proactive, compassionate, and guided from the very first step.

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.

Responsibilities

• Re-engage prospective and early-stage clients through timely, high-empathy outreach via phone, SMS, and email.
• Coach clients through key moments of decision-making, providing clarity on platform tools, addressing hesitation, and offering provider support options.
• Document and track client interactions using tools like Intercom to maintain a clear record of communication.
• Partner with internal teams including Clinical, Provider Operations, and Support to resolve issues quickly.
• Champion continuous improvement by identifying recurring pain points or engagement barriers.

Qualifications

• 1–3 years of experience in client success, care navigation, inside sales, or mental health services.
• Ability to communicate with warmth, clarity, and confidence across phone, SMS, and email.
• Experience guiding someone through uncertainty and helping them navigate options.
• Ability to balance structure with empathy, hitting outreach and productivity goals.
• Energy to thrive in fast-paced, mission-driven environments.
• Deep care for access to affordable, quality mental healthcare.

Requirements

• Full Time, Non-Exempt employment type.
• Base compensation range of $24.04 USD per hour.
• Remote role with the expectation to travel 2–3 times per year.

Benefits

• Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
• Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
• Financial Wellness: 401(k) program and equity opportunities.
• Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals.
• Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
• Wellness & Development: Annual stipends for personal & professional growth.
• Mental & Physical Health Support: No-cost access to therapy and memberships to leading wellness apps.
• Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.