Specialist I, Client Success

Position Overview

Grow Therapy is seeking a Specialist I, Client Success to play a pivotal role in guiding individuals through their mental health journey. You will connect with clients who have expressed interest in therapy but haven't yet begun, those who have missed or canceled appointments, or individuals feeling uncertain about continuing care. Your primary objective is to meet clients with empathy, clarity, and encouragement, helping them move forward in accessing the care they deserve.

About Us

Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. We are building a team of entrepreneurs and mission-driven individuals to address the growing need for accessible mental healthcare. Since launching in February 2021, we have empowered over ten thousand therapists and hundreds of thousands of clients nationwide. We have secured over $178 million in funding from prominent investors including Sequoia Capital, Transformation Capital, TCV, and SignalFire.

Responsibilities

• Client Re-engagement: Conduct timely, high-empathy outreach via phone, SMS, and email to re-engage prospective and early-stage clients. This includes individuals who submitted inquiries but haven't booked, canceled/no-showed their first session, or expressed uncertainty about their provider fit.
• Client Coaching: Guide clients through key decision-making moments, offering clarity on platform tools (e.g., messaging, rescheduling, rematching), addressing hesitation, and providing provider support options tailored to their evolving needs.
• Documentation and Tracking: Meticulously document and track client interactions using tools like Intercom to maintain accurate communication records, identify trends, and ensure timely follow-up throughout the client journey.
• Cross-functional Collaboration: Partner with internal teams, including Clinical, Provider Operations, and Support, to resolve issues efficiently, share insights, and ensure seamless handoffs for escalated or complex cases.
• Continuous Improvement: Champion ongoing improvements by identifying recurring pain points or engagement barriers, advocating for client needs, and contributing to cross-functional initiatives aimed at enhancing the overall care experience.

Requirements

• Thrive in people-facing roles with 1-3 years of experience in client success, care navigation, inside sales, or mental health services.
• Possess strong communication skills with warmth, clarity, and confidence across phone, SMS, and email, with the ability to adapt tone to clients' emotional state.
• Demonstrated ability to guide individuals through uncertainty, helping them navigate options, overcome friction, and feel empowered to take the next step.
• Ability to balance structure with empathy, meeting outreach and productivity goals while ensuring each interaction is human and personalized.
• Energized by fast-paced, mission-driven environments where every conversation can significantly impact someone's mental health journey.

Note: Please upload your resume in PDF format. We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify.

Compensation

• Base Salary: $45,000 - $48,000 USD annually.
• Variable Commission: Monthly commission of $1,500 at performance goal.
• The final base compensation will be determined by factors such as relevant experience, qualifications, and the candidate's working location.

Application Instructions

• Please upload your resume in PDF format.

We encourage you to apply even if you don't meet every single requirement. Grow believes the ideal candidate is more than just a resume.