Onboarding and Client Success Coordinator

Onboarding and Client Success CoordinatorContract Role | Heartfold Healing LLC | RemoteAbout Heartfold Healing™Heartfold Healing is the first CNS developed, trauma informed recovery system for nurses harmed by bullying, burnout, and moral injury. We help nurses heal, rebuild, and reclaim their voice through evidence based programs, transformative experiences, and restorative frameworks built on the ANA Code of Ethics and Joint Commission standards. We are seeking a detail oriented and compassionate Onboarding and Client Success Coordinator to serve as the first point of contact for new clients and program participants.

This role ensures that every nurse entering our programs feels welcomed, supported, and cared for at every touchpoint, while also tracking outcomes and feedback that inform our continuous improvement and marketing efforts. Role SummaryThe Onboarding and Client Success Coordinator will guide new clients through the onboarding process, manage scheduling and payments, collect program feedback and outcomes, and maintain a seamless, emotionally safe client experience. This role is critical for creating a professional, high touch, white glove experience that reflects Heartfold Healing’s standards of care and integrity.

Key ResponsibilitiesClient Onboarding and SupportServe as the primary contact for new clients after enrollment, ensuring they feel welcomed, informed, and supportedCoordinate onboarding calls and guide clients through necessary forms, agreements, and pre program materialsManage communication touchpoints during the first 30 days of enrollment to ensure readiness and satisfactionScheduling and Payment ManagementOversee scheduling of program sessions, consultations, and client touchpoints using Calendly and Thinkific integrationsSupport payment plan tracking and reminders in collaboration with the Tech and Ops VAClient Success, Feedback, and Data CollectionMonitor client satisfaction throughout the program and escalate concerns to the Founder as neededCollect client feedback and testimonials at program milestones and after completion using trauma informed approachesTrack and organize client outcomes and success stories that can be repurposed into marketing content (with explicit consent)Systems and Process SupportMaintain organized client records, contracts, and communication logs in Notion and Google DriveProvide feedback on process improvements for onboarding, client success, and data collection systemsQualificationsExperience in client services, administrative support, or onboarding coordination (preferably in coaching, education, or healthcare settings)Excellent organizational and time management skillsCompassionate communication style that aligns with trauma informed care principlesProficiency in Google Workspace, scheduling platforms (Calendly), and online course platforms (Thinkific preferred)Ability to maintain confidentiality and professionalism when handling sensitive client informationCompensation and StructureContractor Role:

 5 to 10 hours per week to start, with potential to grow as the company scalesCompensation:  $25 to $30 per hour, based on experienceReporting To:  Founder and CEOHow to ApplyEmail vanessa@heartfoldhealing. com with the subject line Onboarding and Client Success Coordinator Application – Heartfold Healing and include: Resume or LinkedIn profile linkShort written responses (1 to 2 paragraphs each):

What draws you to Heartfold Healing’s mission, and why do you want to be part of this work?In your own words, what does trauma-informed mean to you? How would you embody this when supporting clients?Tell us about a time when you created an exceptional client or customer experience. What made it memorable?How do you stay organized and manage multiple tasks without losing sight of the human being on the other side of the interaction?What does a “high touch, white glove” client experience look like to you?Optional:

 A short voice or video introduction (2 minutes or less) telling us why you’d be a great fit for this role. Important:  Applications that do not include an email submission to vanessa@heartfoldhealing. com with all requested materials will not be considered. We believe that following instructions is an important part of delivering a high-touch client experience.