Patient Success Representative

Job Summary

Proactively engaging with existing patients, the full-time remote Patient Success Representative will manage subscriber retention, handle cancellation requests, and implement win-back campaigns to ensure patient commitment to their care.

Key responsibilities

• Contact at-risk patients before they disengage using behavioral signals and CRM data
• Handle inbound cancellation requests empathetically and work to retain accounts
• Re-engage lapsed subscribers through structured outreach via phone, SMS, and email

Required qualifications

• 3+ years in a retention, customer success, or account management role, preferably in a subscription business
• Proven ability to manage cancellation conversations without resorting to discounts
• Strong follow-up discipline and effective pipeline management skills
• Track record of meeting retention KPIs and save rates
• Professional-level English communication skills and availability for U.S. business hours