Client Retention & Success Coach (Mental Health, Remote)

Summary

Joymind is a hypnotherapy platform helping people address anxiety, trauma, emotional blocks, and other personal challenges through personalized virtual sessions. The Client Retention & Success Coach supports clients throughout their programs by resolving service concerns, managing sensitive conversations, promoting retention, and improving Client Success systems and processes.

Responsibilities

• Support active clients through phone, text, and email communication
• Assist 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

Skills

• Have 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
• Are comfortable supporting clients who may be navigating emotionally sensitive topics or personal challenges
• Can handle difficult conversations — including complaints or refund discussions — with professionalism, empathy, and balanced judgment
• Are highly organized, accountable, and detail-oriented
• Know how to 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
• Have a genuine interest in mental wellness, personal development, or transformational work
• Have worked with client retention, service recovery, or satisfaction improvement
• Have experience using CRM or client support systems
• Bring a proactive mindset and are excited to help shape and improve a growing Client Success department
• Are interested in long-term growth and leadership opportunities as the team expands
• Location: Fully Remote (U.S.-based only)
• Schedule: Sunday–Thursday (Friday & Saturday off)
• Have experience in mental health, wellness, telehealth, healthcare, or coaching environments (a strong plus)
• Spanish language ability is a plus

Qualifications

Must Haves

• Have 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
• Are comfortable supporting clients who may be navigating emotionally sensitive topics or personal challenges
• Can handle difficult conversations — including complaints or refund discussions — with professionalism, empathy, and balanced judgment
• Are highly organized, accountable, and detail-oriented
• Know how to 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
• Have a genuine interest in mental wellness, personal development, or transformational work
• Have worked with client retention, service recovery, or satisfaction improvement
• Have experience using CRM or client support systems
• Bring a proactive mindset and are excited to help shape and improve a growing Client Success department
• Are interested in long-term growth and leadership opportunities as the team expands
• Location: Fully Remote (U.S.-based only)
• Schedule: Sunday–Thursday (Friday & Saturday off)

Nice to Haves

• Have experience in mental health, wellness, telehealth, healthcare, or coaching environments (a strong plus)
• Spanish language ability is a plus

Benefits

• Meaningful work supporting people during important moments in their lives
• Fully remote role with a growing company
• PTO & Insurance benefits
• Competitive salary with strong KPI bonus potential
• Clear opportunity for long-term growth within Client Success
• Ability to help shape and improve the overall client experience
• 12 free hypnotherapy sessions for your own personal development every year