Client Success Specialist / Manager (US Healthcare Experience Required)

Job Title: Client Success Specialist / Manager (US Healthcare Experience Required)
Department: Client Operations
Reports to: Sales Ops Manager

About LunaJoy

Luna Joy is a leading provider of mental health services, specializing in supporting women through their mental wellness journey. We offer holistic therapy and medication management to help women overcome challenges like postpartum mental health issues. Our dedicated team of professionals works in a collaborative, flexible, and remote environment, ensuring comprehensive care for our clients. We are rapidly expanding and committed to improving access to quality mental health services across the U.S.

Job Overview

We’re seeking an experienced and proactive Client Success Specialist / Manager to support and grow our healthcare client relationships. This role requires a strong background in US healthcare processes (payer-provider dynamics, revenue cycle, or health tech) and a proven ability to deliver excellent customer support and account management.

You’ll act as the main point of contact for our clients, ensuring they are supported, engaged, and successful in using our services or platforms. This is a hands-on role blending customer support, account management, reporting, and relationship building. Ideal for candidates with US healthcare industry experience who thrive in fast-moving environments.

As part of the LunaJoy team, you will play an essential role in directly contributing to support the mental health journey of one million women with purpose-driven innovation, unwavering compassion, and transformative care. You will need speed to adapt quickly and efficiently, and the drive to be 1% better every day, constantly striving for improvement. Additionally, you will demonstrate compassion and contribute to a positive work environment by giving and getting joy in your daily interactions. These values will enable you to effectively contribute to important areas of focus and responsibility.

Key Responsibilities:

Client Relationship Management:

• Serve as the primary day-to-day contact for assigned healthcare clients (payers, providers, or health tech companies)
• Manage onboarding, check-ins, escalations, and regular status calls
• Build trust and long-term relationships with client stakeholders

Healthcare Knowledge & Support:

• Understand US healthcare workflows relevant to our products/services (such as credentialing, RCM, patient engagement, or claims management)
• Act as a knowledgeable resource for clients on healthcare operations and terminology
• Help clients optimize their processes when using our solutions

Issue Resolution & Escalation Handling:

• Proactively track open issues and follow through to resolution
• Escalate technical or operational concerns to internal teams when needed
• Monitor client health signals (usage, satisfaction, support tickets)

Reporting & Insights:

• Prepare client-facing reports on performance metrics, SLAs, or service delivery KPIs
• Provide feedback to internal teams on client needs, product gaps, and service improvements.

Retention & Growth Support:

• Support renewals, upsells, and client retention efforts in partnership with Sales and Growth teams
• Identify at-risk accounts and propose action plans to improve satisfaction

Qualifications:

• 2+ years of experience in Client Success / Account Management / Customer Support roles
• Direct experience in the US healthcare industry (either working for a provider, payer, health tech company, or medical billing service)
• Strong communication skills (verbal and written English)
• Familiarity with tools like Salesforce, HubSpot, Zendesk, or similar CRMs/helpdesks
• Comfortable working US business hours and managing multiple client accounts.

Nice to Haves:

• Experience with EHRs, RCM software, Credentialing, or Health Tech SaaS
• Understanding of HIPAA compliance requirements
• Experience supporting B2B SaaS clients.

Why Luna Joy?

• Mission-Driven Purpose: Be a part of an organization dedicated to improving access to mental health care, empowering individuals, and creating positive, lasting change in our communities.
• Flexibility: We offer flexible schedules and remote work options, allowing you to create a work environment that suits your lifestyle. 
• Collaborative & Inclusive Culture: Join a community of diverse talent who share your passion for making a difference. We foster a culture of collaboration, growth, and mutual support to help you thrive in your role.
• Rewarding Compensation: We recognize the value of your work with fair pay, bonuses, and opportunities for advancement as we continue to expand our reach and impact in the mental health space.

Compensation & Benefits:

• Compensation Range: USD $1,000 - USD $1,200 per month, depending on experience, qualifications, and location.
• Benefits:
  • Access to educational resources and professional development opportunities.
  • Supportive community of like-minded professionals.
  • Performance-based bonuses and additional perks.

Inclusion Statement

At Luna Joy, we are committed to fostering a diverse, inclusive, and equitable workplace where all team members feel valued and respected. We believe that diversity of backgrounds, experiences, and perspectives strengthens our ability to support women’s mental health. We encourage individuals from all backgrounds, including those from historically underrepresented groups, to apply and join us in creating a positive impact in our communities. Everyone is welcome at Luna Joy, and we are dedicated to building a work environment where you can thrive and bring your whole self to work.