Patient Success Representative – Retention, Subscription

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

📋 Description

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

• Manage incoming requests for cancellations and pauses with empathy and confidence, striving to retain accounts where a viable path exists.

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

• Educate patients about their progress, plan options, and the importance of staying on track using approved non-clinical messaging.

• Identify patients requiring 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 related to cancellation reasons, common objections, and product shortcomings, and relay this information to product and operations teams.

• Assist in refining retention playbooks, save scripts, and win-back sequences as we expand.

⛳️ Requirements

• A minimum of 3 years of experience in a retention, customer success, or account management position, preferably within a subscription or recurring-revenue business.

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

• Empathetic yet direct — able to hold patients accountable to their own goals without being overly assertive.

• Strong follow-up discipline and effective pipeline management to ensure at-risk patients do not slip through the cracks.

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

• Professional-level proficiency in English communication.

• Willingness to work during U.S. business hours.

• Proficient with CRM systems, Slack, Dialpad, and spreadsheet software.

🏝️ Benefits

• Competitive base salary complemented by performance incentives linked to retention and reactivation results.

• Fully remote work environment in a startup setting, allowing your contributions to have a direct impact on clinical outcomes.

• Focus on building relationships rather than managing a queue, influencing patient health outcomes positively.