Patient Success Representative — Retention & Subscription

📋 Description

• Own relationship with existing patients; engage before disengage.
• Handle cancellations/pauses with empathy to save accounts.
• Re-engage lapsed subscribers via win-back campaigns (phone, SMS, email).
• Educate patients on progress, plan options, and stay-on-track rationale.
• Escalate to care/clinical teams when needed and maintain CRM records.
• Hit retention, save, and reactivation KPIs consistently.

🎯 Requirements

• 3+ years in retention, customer success, or account management; subscription/recurring revenue preferred.
• Proven ability to handle cancellation or churn without discounts.
• Empathetic but direct; hold patients accountable without being pushy.
• Strong follow-up discipline and pipeline management; no gaps for at-risk patients.
• Professional-level English communication; comfortable with US business hours.
• Proficient with CRM systems, Slack, Dialpad, and spreadsheets.

🎁 Benefits

• Base salary plus performance incentives tied to retention and reactivation outcomes.
• Fully remote, startup environment with direct clinical impact.
• You’re not managing a queue — you build relationships that affect patient outcomes.