Customer Success Manager

Shifa Therapy and Counsel Clinic are leading online therapy platforms dedicated to connecting clients with licensed mental health professionals. Shifa Therapy serves a global Muslim audience with over 165 licensed practitioners across more than 20 countries, while Counsel Clinic focuses on providing online therapy services to expatriates in the UAE and the MENA region. Our mission is to ensure every client feels heard, supported, and genuinely better after beginning therapy with us.

The Client Success Manager, based onsite in Lahore, Pakistan, will be responsible for managing the client experience from the moment a session is booked. This role involves ensuring client satisfaction, maintaining engagement, and supporting clients as they progress toward their therapy goals. Acting as the client’s advocate within the organization, the Client Success Manager monitors each client’s journey, intervenes early when challenges arise, and ensures adherence to care standards, policies, and compliance requirements at every interaction.

Key Responsibilities

- Monitor client engagement from the first session onward, tracking attendance, session feedback, and overall progress.
- Conduct regular check-ins at key milestones to confirm clients feel supported and are advancing toward their therapy objectives.
- Identify clients at risk of disengagement due to missed sessions, low satisfaction ratings, or extended gaps, and proactively work to re-engage them.
- Coordinate therapist changes when necessary to improve client-therapist fit and follow up to ensure the new match is effective.
- Manage escalated client concerns, including complaints, refund requests, rescheduling, and session-quality issues, ensuring resolution with empathy and discretion.
- Recognize signs of clinical risk or crisis and escalate immediately following established clinical protocols.
- Ensure all client-facing processes comply with platform policies, data privacy regulations, and confidentiality standards.
- Collaborate with therapist operations to maintain care quality, addressing therapist-related issues such as no-shows, late starts, or poor feedback.
- Maintain accurate and up-to-date client interaction records within the CRM system.
- Document and continuously improve client success playbooks, scripts, and standard operating procedures.
- Track and report on client satisfaction, retention, and outcome metrics.
- Translate recurring client feedback into actionable recommendations for product development, sales, and therapist operations teams.

Required Qualifications

- Bachelor’s degree is required; a degree in Psychology is highly preferred.
- Minimum of 2 years’ experience in client success, customer experience, account management, or a similar client-facing role.
- Excellent command of written and spoken English; proficiency in Urdu is an advantage.
- Demonstrated ability to communicate calmly and empathetically, especially during sensitive or emotional conversations.
- Strong organizational skills with the ability to manage multiple clients simultaneously and follow through effectively.
- Comfortable using CRM tools, spreadsheets, and basic reporting software.

Preferred Qualifications and Benefits

- Experience in healthcare, mental health, wellness, or health-tech platforms.
- Understanding of therapy processes, client confidentiality, and ethical care standards.
- Arabic language skills are a plus.
- Experience working with international clients across different time zones.

We offer meaningful work that directly contributes to improving mental health and wellbeing. Joining our team provides exposure to two rapidly growing international therapy platforms and the opportunity to collaborate with teams across sales, therapist operations, product, and marketing. There is significant room to shape and grow the client success function. Compensation is competitive and commensurate with experience.