Our client is looking for a bilingual Client Success Manager to support families receiving Applied Behavior Analysis (ABA) therapy. In this role, you will lead client engagement, guide smooth onboarding, and address service concerns to drive strong outcomes and family satisfaction. You will collaborate closely with therapists and parent coaches to monitor engagement trends and manage insurance-related updates. This is an excellent opportunity to make a meaningful impact on families while working in a supportive virtual environment.
Schedule
- Monday - Friday, 8:00 AM - 5:00 PM PST, with 1 hour unpaid break (40 work hours per week)
- Note on extended hours: First Friday of each month: 8:00 AM - 12:00 PM PST; First Saturday of each month: 9:00 AM - 1:00 PM PST.
Responsibilities
- Serve as the primary contact for assigned families and manage client onboarding.
- Conduct regular family check-ins, follow-ups, surveys, and satisfaction calls.
- Partner with therapists and parent coaches to address family needs and provide progress updates.
- Monitor utilization, cancellations,
reschedules, and client engagement trends.
- Review parent coaching logs and provide insights to leadership.
- Document family interactions, follow-ups, and action steps.
- Handle concerns, complaints, environmental/policy issues, and insurance-related calls.
- Track insurance updates and ensure procedural follow-through.
- Communicate staff cancellations/reschedules and coordinate solutions.
- Provide regular reports and updates to the Admin Director.
Requirements
- Fluent in Spanish and English
- 1–2+ years of Client Success or similar experience
- Intake Coordination experience
- Basic health insurance knowledge
- ABA/autism or crisis management experience preferred
- CRM and project management tool experience
- Strong ability to manage onboarding, client retention, utilization, KPIs, upselling/cross-selling, renewals, and performance reporting
- Excellent communication, presenta