Therapist Success Manager

Role Overview The

Therapist Success Manager (TSM)

is the

primary point of contact

for therapists on the platform and owns the

end-to-end therapist lifecycle

— from onboarding and activation to ongoing engagement, performance management, and retention.

The TSM ensures therapists are

fully onboarded, calendar-synced, operationally compliant, engaged, and commercially successful . The role also works closely with therapists to

increase session volume, unlock collaborations (free sessions, webinars, seminars), and resolve operational or commercial issues .

This is a

relationship, operations, and growth role , not just support. Key Responsibilities

Therapist Onboarding & Activation Own the end-to-end onboarding process for new therapists Ensure documentation, profiles, compliance, and platform setup are complete Assist therapists with calendar setup, availability, pricing, and platform tools Drive therapists to go live and become bookable within defined SLAs Commercial Negotiation & Account Management Lead negotiations on session rates, revenue splits, platform commissions, and promotions Ensure compensation aligns with market benchmarks, performance, and platform economics Serve as the

single point of contact

for all therapists Manage calendars, bookings, availability, and operational issues Coordinate internally with tech, sales, ops, finance, and marketing teams Performance Optimization & Growth Work with therapists to increase session bookings and responsiveness Optimize pricing and package offerings Identify high-demand therapists for expanded availability, group sessions, and specialized programs Support upsell opportunities such as corporate therapy, workshops, and paid events Partnerships & Community Engagement Collaborate with therapists on free sessions, webinars, and seminars Coordinate scheduling, promotion, and execution with internal teams Use initiatives to drive lead generation, brand trust, and therapist visibility Issue Resolution & Retention Act as escalation owner for complaints, compliance, or performance concerns Conduct periodic check-ins and feedback sessions Identify early warning signs of dissatisfaction and take corrective action Maintain long-term, trust-based therapist relationships Reporting & Continuous Improvement Track KPIs and performance metrics Share insights on satisfaction trends, platform friction points, and growth opportunities Recommend process improvements to enhance the therapist experience Key KPIs

Time to onboard & activate therapists Activation and engagement rates Calendar accuracy & availability coverage Average sessions per therapist Therapist retention rate Number of free sessions/seminars secured Revenue per active therapist Therapist satisfaction score (CSAT/NPS) Issue resolution turnaround time Required Skills & Capabilities

Core Competencies Strong account management and relationship-building skills Excellent communication and stakeholder management Ability to manage end-to-end ownership independently Comfortable having commercial and performance-related conversations High emotional intelligence and problem-solving skills Operational & Technical Skills Experience with CRM systems, scheduling tools, and marketplace/SaaS platforms Strong organizational and multitasking ability Ability to work across tech, ops, marketing, and finance teams Commercial & Growth Skills Understanding of marketplace economics, supply-demand balancing, and utilization optimization Ability to identify upsell, cross-sell, and collaboration opportunities Data-driven mindset and comfort reviewing dashboards/KPIs Preferred Background Experience in mental health platforms, healthcare marketplaces, EdTech, SaaS, or professional services Prior experience managing therapists, coaches, or consultants Familiarity with therapist workflows and ethical considerations Personal Attributes Proactive, ownership-driven, and calm under pressure Highly dependable, patient, empathetic, yet firm when needed Detail-oriented with strong follow-through Why This Role Matters The TSM is

critical to marketplace health , directly impacting therapist retention, platform revenue, user experience, and brand trust. This is a

strategic, hands-on role

owning relationships and performance end-to-end.