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.