Patient Success Representative — Retention & Subscription

The role

You will own the relationship with the existing patient base by proactively engaging subscribers to prevent disengagement. You will handle cancellation and pause requests and identify patients needing re-engagement or clinical escalation.

What you will do

• Proactively contact at-risk patients using behavioral signals and CRM flags
• Handle inbound cancellation and pause requests
• Re-engage lapsed or paused subscribers through phone, SMS, and email
• Educate patients on progress and plan options using approved messaging
• Identify patients who need escalation to care or clinical teams
• Maintain precise CRM documentation on every patient interaction
• Hit retention, save rate, and reactivation KPIs
• Surface patterns regarding cancellation reasons and product gaps to product and ops teams
• Contribute to refining retention playbooks, save scripts, and win-back sequences

Required qualifications

• 3+ years in a retention, customer success, or account management role
• Proven ability to handle cancellation or churn conversations without defaulting to discounts or transfers
• Empathetic but direct
• 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

Nice to have

• 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

Benefits

• Base + performance incentives tied to retention and reactivation outcomes
• Fully remote, startup environment

About the company

LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. They are a remote-first, globally distributed team.