Case Manager/Client Success Coordinator

Position: Case Manager / Client Success Coordinator

Working Hours: US Hours (9am-5pm EST)

Location: Full-Time, Remote (South Africa)

Salary: South African Rand (ZAR)

The Case Manager / Client Success Coordinator serves as the primary point of contact for families and therapists, ensuring a positive client experience throughout service delivery. This role focuses on relationship management, issue resolution, client retention, and cross-functional coordination to support high levels of client satisfaction and continuity of care.

Key Responsibilities:

• Manage and maintain positive relationships with clients and families.
• Address and resolve client concerns, escalations, and service-related issues.
• Conduct root-cause analysis on client attrition and service challenges.
• Coordinate communication between families, therapists, and internal teams.
• Support client retention initiatives and engagement strategies.
• Monitor client satisfaction and identify opportunities for service improvement.
• Maintain accurate records and documentation of client interactions.
• Collaborate with operational teams to ensure timely issue resolution.

Requirements

• Minimum of 2 years experience in case management, client success, or related healthcare coordination