• Ensure client satisfaction, retention, and growth • Work with mid-sized to large clients and their broker partners • Deliver measurable value through strategic growth recommendations • Execute retention strategies that highlight value, drive satisfaction, and promote long-term loyalty • Identify upsell opportunities and expand product offering • Meet or exceed revenue and retention targets • Conduct regular performance reviews and strategic planning sessions with clients • Maintain accurate and timely documentation of client interactions in CRM system

• Build, develop and scale a high-performance team of Customer Success leaders and professionals, fostering a culture of excellence, efficiency and results-orientation. • Lead the onboarding, adoption (farming) and retention teams, ensuring targets are met and performance and follow-up rituals are executed. • Guide the team in prioritization, workload management and problem resolution, ensuring focus on high-impact activities. • Implement and adapt global strategies, processes and guidelines to local/regional contexts, identifying opportunities for efficiency and continuous improvement. • Define, monitor and report strategic KPIs (MRR, churn, NRR, activation, onboarding time), holding responsibility for Customer Success outcomes. • Generate insights from data and turn them into action plans and business cases to prioritize initiatives and investments. • Ensure high product adoption and reduced churn through data-driven strategies, feedback and root-cause analysis. • Work cross-functionally with Product, Marketing, Sales and Operations to continuously improve the customer experience. • Maintain an up-to-date view of the product, market and trends, supporting strategic decisions and team development.

• Build and maintain strong, trusted relationships with customers to support their long-term success • Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth • Collaborate with cross-functional teams to ensure customer needs are communicated and addressed • Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes • Support account growth by surfacing potential opportunities and contributing to renewal planning • Share customer perspectives internally to help inform product and content enhancements • Monitor account activity, flag risks or needs, and assist with proactive engagement strategies • Participate in customer and internal leadership discussions as appropriate • Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives

• Field inquiries from potential clients via phone, email, and online forms • Match clients with therapists that best suit their psychological needs and logistical preferences. • Schedule appointments based on providers' availability and abilities • Manage lead nurturing processes to convert inquiries into active clients. • Maintain high levels of client satisfaction and service excellence throughout the intake process. • Collaborate with therapists and support staff to ensure seamless client transitions. • Keep accurate records of client interactions and statuses in our CRM system. • Provide a warm, friendly, and welcoming environment upon initial contact with each patient, in addition to providing a warm handoff to providers and support staff. • Stay informed about the latest developments in mental health to enhance client interactions.