• 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.

• Serve as a trusted advisor for enterprise customers • Shape SaaS strategy and drive measurable value for stakeholders • Build lasting partnerships rooted in trust, empathy, and operational excellence

• Lead and scale the Client Success Operations function. • Design, improve, and document processes for onboarding, support, renewals, and client programs. • Own the CS tech stack and partner closely with the Salesforce team to prioritize enhancements, test updates, and support deployments. • Build dashboards and operational reports that give leaders real-time insight into client health and team performance. • Partner with Data and Analytics to drive trend analysis, surface insights, and support strategic decisions. • Create training programs for new and existing team members, ensuring consistent adoption of tools and best practices. • Build and maintain the CS knowledge base, ensuring the team has clear and accessible resources. • Develop client communication programs, including newsletters, webinars, and in-app messaging. • Work closely with Sales, Marketing, and Product to align on client needs and operational readiness. • Help shape a culture of clarity, accountability, and continuous improvement across the Client Success organization.