Patient Success Representative — Retention  Subscription

📋 Description

• Proactively contact at-risk patients before disengagement using signals and CRM flags
• Handle inbound cancellation and pause requests with empathy and confidence to save accounts
• Re-engage lapsed subscribers via structured win-back campaigns via phone, SMS, and email
• Educate patients on progress, plan options, and rationale for staying on track using approved messaging
• Identify patients needing escalation to care or clinical teams and hand off cleanly
• Maintain precise CRM documentation on every patient interaction, outcome, and next step

🎯 Requirements

• 3+ years in retention, customer success, or account management (subscription/recurring revenue)
• Proven ability to handle cancellation or churn conversations without discounts or transfers
• Empathetic but direct — hold patients accountable to their 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 + performance incentives tied to retention and reactivation outcomes
• Fully remote startup environment with direct clinical impact
• You're not managing a queue — you're building relationships that determine patient health outcomes