Case Manager / Client Success Coordinator (Remote, US Hours)

About the role

The Case Manager / Client Success Coordinator is the primary point of contact for families and therapists, ensuring a smooth and positive client experience throughout service delivery. Working remotely from South Africa on US business hours, you will manage relationships, resolve issues, and support client retention in a healthcare‑focused environment.

Key responsibilities

• Maintain and nurture positive relationships with clients, families, and therapists.
• Address and resolve client concerns, escalations, and service‑related issues promptly.
• 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 all client interactions.
• Collaborate with operational teams to ensure timely issue resolution.

Required profile

• Minimum of 2 years experience in case management, client success, or related healthcare coordination roles.
• Strong communication and interpersonal skills to build rapport with clients and internal teams.
• Excellent organizational abilities with the capacity to manage multiple cases simultaneously.
• Detail‑oriented and capable of maintaining accurate documentation.
• Problem‑solving mindset with empathy for handling challenging situations.
• Proven ability to work remotely and manage tasks independently.

Required skills

• Experience with CRM systems.
• Familiarity with case management software.

What we offer

• Comfortable US‑hour schedule (9 am‑5 pm EST).
• Fully remote work from South Africa.
• Opportunity to support families and therapists in a healthcare setting.