Company: Somewhere
Job description: Client Success Manager (Patient Account Manager)
Location: Offshore, Remote for US Company
Industry: Mental HealthcareAbout Us
Our client is a dynamic, rapidly growing psychotherapy practice operating in New York, California, and Florida. We are on a mission to make high-quality, insurance-accepted mental health care accessible while offering specialty services like concierge care, mental health care and coaching for high-performing individuals. We're scaling toward $1M/month in revenue and building a dream team to get us there.Role Overview
We are looking for a proactive and emotionally intelligent Client Success Manager to support our incoming clients through their journey—from intake to long-term engagement. This role, also referred to as Patient Account Manager, is pivotal in reducing client drop-off, improving retention, and introducing clients to additional services where appropriate. While not a clinical position, your empathy, communication skills, and knowledge of our services will be essential to providing a seamless, supportive experience.Key Responsibilities
- Act as the primary point of contact for new and returning clients after intake
- Support onboarding by managing communications and tracking in our CRM (HubSpot)
- Conduct timely follow-ups (e.g., after first session, 30-day check-ins)
- Collaborate with the intake and clinical teams to ensure proper client-therapist matches
- Monitor and reduce no-show rates and early dropouts
- Track satisfaction through NPS surveys and gather testimonials
- Identify clients who may benefit from add-on services like group therapy, concierge care, coaching, or retreats
- Provide regular feedback to marketing, clinical, and intake teams to continuously improve the client experience
- 2–4 years of experience in client success, patient experience, or account management (healthcare or mental health preferred but not required)
- Strong emotional intelligence and communication skills
- Proficiency with CRM systems (HubSpot preferred, Salesforce or similar acceptable)
- Detail-oriented, organized, and comfortable working in a fast-paced environment
- This is a non-clinical role, but knowledge or interest in mental health services and empathy for client challenges is essential
- Ability to work remotely and within US East Coast hours
Expected salary:
Location: USA
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