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

• 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 sub