Client Success Specialist (US Healthcare Experience Required)

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. In your first 30 days, you will take over management of 5 key payer accounts and lead your first onboarding session.
• Rewarding Compensation: We recognize the value of your work with fair pay, bonuses, and advancement opportunities as we continue to expand our reach and impact in the mental health space.

Compensation & Benefits:

• Compensation Range: USD $1,000 - USD $1,500 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.

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