Overview
Our client is looking for a Client Success Manager (Development Role) to join their Operations and Family Engagement team. In this role, you will maximize client satisfaction and service utilization through consistent family engagement, proactive communication, and staff collaboration. You will focus on reducing cancellations, addressing family concerns, and ensuring families receiving Applied Behavior Analysis (ABA) therapy feel supported throughout their journey.

Schedule: Monday–Friday, 8:00 AM–5:00 PM PST Mandatory attendance on the first Friday and first Saturday of each month (half-day on Saturday).

Responsibilities

• Primary point of contact for families and onboarding all clients
• Partner with therapists to support family needs
• Track utilization weekly (worked vs. authorized hours)
• Regular check-ins (calls, texts, emails)
• Collaborate with parent coaches on family communication
• Monitor cancellations & reschedule rates
• One-month follow-up calls for new families
• Review PC logs and share insights
• Document family interactions & action steps
• Parent surveys (Feb, June, Sept, Dec) + monthly surveys
• Communicate staff cancellations/reschedules
• Provide reports to Admin Director
• Progress updates in collaboration with staff
• Track insurance updates & procedural follow-through
• Manage concern calls & complaints
• Handle procedure calls (environmental, policy, insurance changes)

Family Engagement

• Serve as primary contact for assigned families.
• Conduct regular check-ins (calls, texts, emails).
• One-month follow-up calls for new families.
• Parent surveys (Feb, June, Sept, Dec; additional monthly as needed).
• Manage all client satisfaction calls, feedback, and complaints.
• Provide progress updates in collaboration with supervisors/parent coaches.
• Onboarding Clients efficiently

Concern & Procedure Calls

• Handle concern calls (e.g., dissatisfied parents, complaints).
• Escalate environmental or policy issues (e.g., 30-min policy, animal concerns).
• Support parents during insurance changes (walk through process + internal updates).

Staff Collaboration

• Partner with therapists to support scheduling and family needs.
• Review parent coaching logs; share key insights.
• Monitor staff cancellations and ensure reschedules.

Data & Accountability

• Track utilization weekly (worked vs. authorized hours).
• Monitor reschedule rates and cancellation trends.
• Document all family interactions and follow-ups.
• Provide regular reports to Admin Director.

Requirements

• Fluent in Spanish and English
• At least 1-2 years as a Client Success Manager or alike
• Experience within the specific industry specializing in Applied Behavior Analysis (ABA) therapy, autism treatment, and staff crisis management training
• Hands-on experience navigating and updating Customer Relationship Management software
• The ability to track, analyze, and report on key performance metrics like customer health scores, churn rates, utilization, and retention data.
• Experience using tools like Asana, Monday.com, or Jira to track onboarding phases and client deliverables.
• Proven ability to guide new clients through the setup process, ensuring they reach their first milestone or "value moment" quickly.
• Experience identifying opportunities for upselling, cross-selling, or contract renewals.
• The ability to prepare and present performance metrics and strategic recommendations to key stakeholders.
• Identifying at-risk clients proactively and deploying strategies to prevent churn or cancellation.
• Strong verbal and written skills for presenting to executives, writing professional emails, and leading client calls.
• The ability to remain calm, listen actively, and resolve conflicts when dealing with frustrated clients or escalating issues.
• A natural aptitude for building trust and maintaining long-term partnerships rather than just handling transactional interactions.
• Anticipating client needs or roadblocks before they happen and offering actionable solutions.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health insurance for eligible locations

Note

Please click the "APPLY" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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