Patient Success Representative — Retention & Subscription

The Role

You will own the relationship with our existing patient base — proactively engaging subscribers before they disengage, handling cancellation and pause requests, and identifying the moments where a patient needs a nudge, a reframe, or a real conversation to stay committed to their care.

This is not a reactive churn queue. You'll reach out before the cancel request comes in, identify at-risk patients through behavioral signals, and build the kind of trust that makes patients want to stay. You'll need empathy, persistence, and the ability to have honest conversations about health commitments — not just subscription logistics.

What You'll Actually Do

• Proactively contact at-risk patients before they disengage or cancel — using behavioral signals, usage patterns, and CRM flags to prioritize outreach
• Handle inbound cancellation and pause requests with empathy and confidence — save accounts where there's a real path to do so
• Re-engage lapsed or paused subscribers through structured win-back campaigns via phone, SMS, and email
• Educate patients on their progress, plan options, and the rationale for staying on track — using approved, non-clinical messaging
• Identify patients who need escalation to care or clinical teams and hand off cleanly
• Maintain precise CRM documentation on every patient interaction, outcome, and next step
• Hit retention, save rate, and reactivation KPIs consistently
• Surface patterns — reasons for cancellation, common objections, product gaps — and feed them back to product and ops teams
• Contribute to refining retention playbooks, save scripts, and win-back sequences as we scale

What You'll Own

Domain

Scope

At-Risk Outreach

Proactive engagement before churn — signals-based prioritization

Cancellation & Save Handling

Inbound cancel/pause requests — empathetic, structured saves

Win-Back Campaigns

Lapsed and paused subscriber reactivation via phone, SMS, email

Patient Escalations

Clean handoffs to care and clinical teams when needed

CRM & Documentation

Interaction records, save outcomes, follow-up schedules

KPIs

Retention rate, save rate, reactivation rate, NPS

Retention Intelligence

Churn signal reporting back to product and ops

What We're Looking For

Non-negotiables:

• 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 — you don't let at-risk patients fall through the gaps
• Track record of hitting save rates, NPS targets, or retention KPIs — bring the numbers
• 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

Why LumiMeds

• Base + performance incentives tied to retention and reactivation outcomes
• Fully remote, startup environment where your work has direct clinical impact
• You're not managing a queue — you're building relationships that determine patient health outcomes