Patient Success Representative — Retention & Subscription
Remote
Job Summary
Proactively reach out to at-risk patients using behavioral signals and CRM flags before they disengage or cancel. Handle inbound cancellation and pause requests with empathy to save accounts where viable, and re-engage lapsed subscribers through structured win-back campaigns via phone, SMS, and email. Educate patients on their progress and plan options while identifying those needing escalation to clinical teams for clean handoffs. Maintain precise CRM documentation on every interaction and surface churn patterns to product and ops teams for playbook refinement. Hit retention, save rate, and reactivation KPIs consistently in a fully remote, startup environment focused on direct clinical impact.
Required Qualifications
- 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
- Track record of hitting save rates, NPS targets, or retention KPIs
- Professional-level English communication
- Comfortable working U.S. business hours
- Proficient with CRM systems, Slack, Dialpad, and spreadsheets
Desired Qualifications
- Experience in telehealth, health coaching, wellness, or a regulated health environment
- Familiarity with subscription billing logic — pauses, plan changes, reactivations
- Comfort discussing health and weight management topics with empathy and without clinical overreach
- Experience contributing to playbook development or process improvement on a CS or retention team
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