Role Overview
TheTherapist Success Manager (TSM)is theprimary point of contactfor therapists on the platform and owns theend-to-end therapist lifecycle from onboarding and activation to ongoing engagement, performance management, and retention.
The TSM ensures therapists arefully onboarded, calendar-synced, operationally compliant, engaged, and commercially successful. The role also works closely with therapists toincrease session volume, unlock collaborations (free sessions, webinars, seminars), and resolve operational or commercial issues.
This is arelationship, 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 thesingle point of contactfor 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 iscritical to marketplace health, directly impacting therapist retention, platform revenue, user experience, and brand trust. This is astrategic, hands-on roleowning relationships and performance end-to-end.
