Specialist I, Client Success

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. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we’re building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we’ve empowered more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others. 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. The hourly compensation range for this position is $21.63 - $23.08 USD. 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. 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. If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume. 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 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 . 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, with tailored perks for both remote and in-office employees. Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week. Wellness & Development: Annual stipends to put towards therapy and personal & professional growth. Mental & Physical Health Support: Weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace). Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance. Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.