Patient Success Representative – Retention, Subscription

This is a fully remote position, open to applicants in Latin America.

📋 Description

• You will take charge of the relationship with our current patient base — proactively engaging subscribers before they disengage, addressing cancellation and pause requests, and recognizing the moments when a patient requires a nudge, a reframe, or a meaningful conversation to remain committed to their care.

• This role is not focused on a reactive churn queue. You will reach out prior to any cancellation requests, identify at-risk patients through behavioral indicators, and establish the level of trust that encourages patients to stay.

• Empathy, persistence, and the capacity to engage in honest discussions about health commitments — beyond mere subscription logistics — are essential.

• Proactively reach out to at-risk patients before they disengage or cancel — utilizing behavioral signals, usage patterns, and CRM flags to prioritize your outreach efforts.

• Handle inbound requests for cancellation and pauses with empathy and assurance — work to retain accounts where there is a genuine opportunity to do so.

• Re-engage lapsed or paused subscribers through organized win-back campaigns via phone, SMS, and email.

• Educate patients on their progress, available plan options, and the reasons for staying on track — employing approved, non-clinical messaging.

• Identify patients who require escalation to care or clinical teams and ensure a smooth handoff.

• Maintain accurate CRM documentation for every patient interaction, including outcomes and next steps.

• Consistently meet retention, save rate, and reactivation KPIs.

• Identify patterns — reasons for cancellation, common objections, product gaps — and communicate them back to product and operations teams.

• Contribute to the enhancement of retention playbooks, save scripts, and win-back sequences as we grow.

⛳️ Requirements

• 3+ years of experience in a retention, customer success, or account management role — preferably within a subscription or recurring-revenue business.

• Demonstrated ability to handle cancellation or churn discussions without resorting to discounts or transfers.

• Empathetic yet straightforward — you can hold a patient accountable for their own goals without being overbearing.

• Strong discipline in follow-up and pipeline management — you ensure that at-risk patients do not fall through the cracks.

• Proven track record of achieving save rates, NPS targets, or retention KPIs — bring your metrics.

• Professional-level English communication skills.

• Comfortable working during U.S. business hours.

• Proficient with CRM systems, Slack, Dialpad, and spreadsheets.

🏝️ Benefits

• Base salary plus performance incentives linked to retention and reactivation results.

• Fully remote startup environment where your work directly influences clinical outcomes.

• You won't be managing a queue — instead, you'll be forging relationships that impact patient health outcomes.