Patient Success Representative – Retention & Subscription

Role Overview

• Proactively contact at-risk patients before they disengage or cancel — using behavioral signals, usage patterns, and CRM flags to prioritize outreach
• Handle inbound cancellation and pause requests with empathy and confidence — save accounts where there's a real path to do so
• Re-engage lapsed or paused subscribers through structured win-back campaigns via phone, SMS, and email
• Educate patients on their progress, plan options, and the rationale for staying on track — using approved, non-clinical messaging
• Identify patients who need escalation to care or clinical teams and hand off cleanly
• Maintain precise CRM documentation on every patient interaction, outcome, and next step
• Hit retention, save rate, and reactivation KPIs consistently
• Surface patterns — reasons for cancellation, common objections, product gaps — and feed them back to product and ops teams
• Contribute to refining retention playbooks, save scripts, and win-back sequences as we scale

Requirements

• 3+ years in a retention, customer success, or account management role — ideally in a subscription or recurring-revenue business
• Proven ability to handle cancellation or churn conversations without defaulting to discounts or transfers
• Empathetic but direct — you can hold a patient accountable to their own goals without being pushy
• Strong follow-up discipline and pipeline management — you don't let at-risk patients fall through the gaps
• Track record of hitting save rates, NPS targets, or retention KPIs — bring the numbers
• Professional-level English communication
• Comfortable working U.S. business hours
• Proficient with CRM systems, Slack, Dialpad, and spreadsheets

Benefits

• Base + performance incentives tied to retention and reactivation outcomes
• Fully remote, startup environment where your work has direct clinical impact
• You're not managing a queue — you're building relationships that determine patient health outcomes