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 through over 165 licensed practitioners across more than 20 countries, while Counsel Clinic focuses on providing online therapy services to expatriates in the UAE and MENA region. Our mission is to ensure every client feels heard, supported, and genuinely improved through their therapy journey.

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 clients remain engaged, satisfied, and make meaningful progress toward their therapy goals. Acting as the client’s advocate within the company, the Client Success Manager will monitor client journeys, intervene proactively when challenges arise, and ensure all care standards, policies, and compliance requirements are consistently met.

Key Responsibilities

Client Satisfaction and Progress
- Track each client’s therapy journey, including engagement, attendance, and session feedback.
- Conduct check-ins at key milestones to confirm clients feel supported and are progressing toward their goals.
- Identify clients at risk of disengagement due to missed sessions, low ratings, or long gaps, and take early action to re-engage them.
- Facilitate therapist changes when client-therapist compatibility issues arise and follow up to ensure the new match is effective.

Issue Resolution
- Manage escalated client concerns, complaints, refund requests, rescheduling, and session-quality issues until resolution.
- Handle all client interactions with empathy, discretion, and respect for privacy.
- Recognize clinical risk or crisis indicators and escalate immediately following established clinical protocols.

Compliance and Best Practice
- Ensure all client-facing processes comply with platform policies, data privacy regulations, and confidentiality standards.
- Collaborate with therapist operations to uphold care-quality standards and address therapist-related issues such as no-shows or poor feedback.
- Maintain accurate and up-to-date client interaction records within the CRM system.
- Contribute to the documentation and continuous improvement of client success playbooks, scripts, and standard operating procedures.

Insights and Reporting
- Monitor and report on client satisfaction, retention, and outcome metrics.
- Translate recurring client feedback into actionable recommendations for product, 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 verbal and written English skills; proficiency in Urdu is an advantage.
- Calm and empathetic communication style suited for sensitive and emotional conversations.
- Strong organizational skills with the ability to manage multiple clients simultaneously.
- 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.

What We Offer
- Meaningful work that directly contributes to improving mental health and wellbeing.
- Exposure to two rapidly growing international therapy platforms.
- A collaborative environment involving teams from sales, therapist operations, product, and marketing.
- Opportunity to shape and grow the client success function.
- Competitive compensation commensurate with experience.