Client Retention & Success Coach (Mental Health, Remote)

About the role

The Client Success Specialist will support clients through various stages of their hypnotherapy programs, handling scheduling issues, billing inquiries, cancellations, and service concerns. They will also manage complaints and refund-related conversations with professionalism, emotional awareness, and strong communication skills.

Responsibilities

• Support active clients through phone, text, and email communication
• Aid with scheduling issues, therapist rematches, billing inquiries, cancellations, and service questions
• Handle complaints and refund-related conversations with professionalism, emotional awareness, and strong communication skills
• De-escalate sensitive situations and guide conversations toward fair and constructive resolutions
• Maintain clear documentation of client interactions in the CRM and internal systems
• Collaborate with sales, therapists, operations, and leadership when needed to resolve client concerns
• Identify patterns or recurring issues that could improve the client experience
• Support client engagement and retention by helping clients feel supported throughout their program
• Contribute to the development and improvement of Joymind’s Client Success systems and processes

Requirements

• Several years of client support, customer service, or client success experience, particularly handling escalations or complex client conversations
• Communicate clearly, calmly, and professionally under pressure
• Demonstrate strong emotional intelligence and empathy
• Comfortable supporting clients who may be navigating emotionally sensitive topics or personal challenges
• Handle difficult conversations — including complaints or refund discussions — with professionalism, empathy, and balanced judgment
• Highly organized, accountable, and detail-oriented
• Balance compassion with clear boundaries and company policies
• Work effectively in a fast-paced remote environment
• Take ownership of problems and think independently to find solutions
• Genuine interest in mental wellness, personal development, or transformational work
• Experience in mental health, wellness, telehealth, healthcare, or coaching environments (a strong plus)
• Experience in client retention, service recovery, or satisfaction improvement
• Experience using CRM or client support systems
• Proactive mindset and excited to help shape and improve a growing Client Success department
• Interested in long-term growth and leadership opportunities as the team expands

Qualifications & Ideal Background

• Spanish language ability is a plus