Patient Success Representative — Retention & Subscription

📋 Description

• Proactively contact at-risk patients before disengagement using signals.
• Handle inbound cancellation and pause requests with empathy and confidence.
• Re-engage lapsed subscribers via phone, SMS, and email.
• Educate patients on progress and plan options with approved messaging.
• Identify patients needing escalation to care and hand off cleanly.
• Maintain precise CRM documentation on every interaction and next step.

🎯 Requirements

• 3+ years in retention, customer success, or account management (subscription/recurring).
• Handle cancellation/churn conversations without discounts.
• Empathetic but direct; hold patients to goals without being pushy.
• Strong follow-up discipline and pipeline management.
• Track record of hitting save rates, NPS targets, or retention KPIs.
• Proficient with CRM systems, Slack, Dialpad, and spreadsheets.

🎁 Benefits

• Base salary plus incentives tied to retention outcomes
• Fully remote startup with direct clinical impact
• Build relationships that impact patient health outcomes