Client Retention & Success Coach (Mental Health, Remote)

👉 Apply here: https://joymind.com/apply-csApplications are reviewed only through this link. Company: JoymindType: Full-Time EmployeeSchedule: Sunday–Thursday (Friday & Saturday off)Location: Fully Remote (U.S.-based only)Compensation: $50,000–$70,000 About JoymindJoymind is one of the largest hypnotherapy platforms, helping people work through anxiety, trauma, emotional blocks, and other personal challenges through personalized one-on-one virtual hypnotherapy sessions with certified practitioners. Our work focuses on real personal transformation. Clients often begin their journey during meaningful moments in their lives, and our team plays an important role in ensuring they feel supported, understood, and guided throughout the process. About the RoleWe are hiring a Client Success Specialist to help deliver an exceptional client experience across the full Joymind journey. This role goes beyond traditional customer support. You will work directly with clients who may be navigating emotional challenges while beginning or continuing a hypnotherapy program. The ability to communicate with empathy, professionalism, and emotional awareness is essential. You will support clients with scheduling changes, therapist rematches, billing questions, cancellations, and service concerns while helping maintain a supportive and stable client experience. The role also includes navigating more sensitive conversations, including complaints and refund requests, with a thoughtful balance of empathy, emotional awareness, and clear professional judgment. Because our work involves personal well-being, it is important to recognize that clients may sometimes experience emotional reactions, vulnerability, or resistance as they begin working through deeper challenges. The ability to remain calm, grounded, and supportive during these conversations while guiding them toward constructive solutions is a key part of the role. Success in this role requires someone who is emotionally intelligent, highly organized, calm under pressure, and genuinely motivated by helping people improve their well-being. You will also contribute to client retention, service quality, and continuous improvement of the client journey, while helping raise the standard of Joymind’s client success operations. As a growing company, we are also looking for someone who is excited to help strengthen and evolve the Client Success department over time, contribute thoughtful ideas for improving the client experience, and ultimately grow into a leadership or managerial role as the team expands. Key ResponsibilitiesSupport active clients through phone, text, and email communicationAssist with scheduling issues, therapist rematches, billing inquiries, cancellations, and service questionsHandle complaints and refund-related conversations with professionalism, emotional awareness, and strong communication skillsDe-escalate sensitive situations and guide conversations toward fair and constructive resolutionsMaintain clear documentation of client interactions in the CRM and internal systemsCollaborate with sales, therapists, operations, and leadership when needed to resolve client concernsIdentify patterns or recurring issues that could improve the client experienceSupport client engagement and retention by helping clients feel supported throughout their programContribute to the development and improvement of Joymind’s Client Success systems and processes Qualifications & Ideal Background You will likely thrive in this role if you:Have several years of client support, customer service, or client success experience, particularly handling escalations or complex client conversationsCommunicate clearly, calmly, and professionally under pressureDemonstrate strong emotional intelligence and empathyAre comfortable supporting clients who may be navigating emotionally sensitive topics or personal challengesCan handle difficult conversations — including complaints or refund discussions — with professionalism, empathy, and balanced judgmentAre highly organized, accountable, and detail-orientedKnow how to balance compassion with clear boundaries and company policiesWork effectively in a fast-paced remote environmentTake ownership of problems and think independently to find solutionsHave a genuine interest in mental wellness, personal development, or transformational workHave experience in mental health, wellness, telehealth, healthcare, or coaching environments (a strong plus)Have worked with client retention, service recovery, or satisfaction improvementHave experience using CRM or client support systemsBring a proactive mindset and are excited to help shape and improve a growing Client Success departmentAre interested in long-term growth and leadership opportunities as the team expandsSpanish language ability is a plus Why Join JoymindMeaningful work supporting people during important moments in their livesFully remote role with a growing companyPTO & Insurance benefitsCompetitive salary with strong KPI bonus potentialClear opportunity for long-term growth within Client SuccessAbility to help shape and improve the overall client experience12 free hypnotherapy sessions for your own personal development every year 👉 Apply here: https://joymind.com/apply-csApplications are reviewed only through the link above. LinkedIn applications and direct messages are not monitored for this role.