Specialist I, Client Success (Retention)

About Us: Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others. At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters. This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place. About The Role 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 (Retention), 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 missed or canceled appointments, or 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. We’re also changing how this work gets done. We’re moving to an autodialer for the first pass of outreach, so your time goes to real conversations with people who picked up, not to working through voicemails. Follow-up outreach is handled by a partner team, so you can focus on the moments where a human conversation makes the biggest difference. Responsibilities - Have live, high-empathy conversations with clients who’ve canceled, no-showed, or started to disengage, most connected through an autodialer first pass, and help them rebook, rematch, or take their next step in care. - Coach clients through key moments of decision-making, providing clarity on platform tools (e.g., messaging, rescheduling, rematching), addressing hesitation, and offering expert provider match guidance. - Document every conversation for a clean handoff so partner teams handling follow-up can pick up where you left off, and so we can spot trends across the client journey. - Partner with internal teams including Clinical, Provider Operations, Support, and our BPO partner team to resolve issues quickly, share insights, and ensure a seamless handoff for escalated or complex cases. - Work across payor-specific programs, learning the coverage and program details (like EAP session limits or referral requirements) that shape each client’s path back to care. - 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’d be a great 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. - Have the stamina for back-to-back conversations, staying present and warm across a full day of live calls. - Want your impact measured honestly and leverage that data to push further. - Stay energized in fast-paced, mission-driven environments, where every conversation can have a real impact on someone’s mental health journey. - Care deeply about access to affordable, quality mental healthcare and want to be part of a team working to make that a reality. Employment Type: Full Time, Non-Exempt Base Compensation: The base compensation range for this position is: - Fully Remote Commitment: $24.04/hour + $18,000 variable compensation This role is fully remote. The remote commitment includes travel 2–3 times per year (e.g., company and department offsites). The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location. Full Time Employee Benefits: - Health Benefits: Comprehensive medical, dental, vision, life, and disability coverage. - Grow for Grow: No cost access to therapy through the Grow platform (available to US employees) - Financial Wellness: Retirement savings programs and equity opportunities to help you invest in your future. - Flexible Time Off, Paid Holidays & Winter Break: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge - Parental Leave: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend. - Mental Health Mornings/Afternoons: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break. - Wellness & Development Stipend: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources. - Commuter Benefits: Pre tax commuter benefits to support teammates working from one of our hub locations. - Home Office & Meals: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees. - Additional Perks: A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance. Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings. 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. Use of AI Tools: We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; they do not make final hiring decisions. Application Review: Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's AI Bias Audit Report https://trust.ashbyhq.com/item/ai-bias-audit-report. Interview Recording: We use BrightHire to record interviews, supporting note-taking and consistency across candidates. Learn more https://help.brighthire.ai/en/articles/4484370-brighthire-for-candidates-faq. Interviews are confidential; you may ask your interviewer to stop recording anytime, or opt out in advance https://app.brighthire.ai/candidate-opt-out/kcrUeiitS5Khw5AcWW_jLg. Choosing not to be recorded will not, by itself, affect your candidacy. AI-Assisted Recruiter Screen: For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone. State-specific notices: Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we'll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained. Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact talentops@growtherapy.com. We’re happy to help or offer an alternative way to participate.