Patient Success Specialist

Job Summary

Proactively engaging with at-risk patients, the full-time Patient Success Specialist will manage retention efforts, handle cancellation requests, and conduct win-back campaigns in a remote capacity across LATAM.

Key responsibilities

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

Required qualifications

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