Patient Success Representative — Retention & Subscription
LumimedsCore Responsibilities
Proactively contact at-risk patients before they disengage or cancel using behavioral signals and CRM flags. Handle inbound cancellation and pause requests with empathy and confidence, aiming to save accounts. Re-engage lapsed or paused subscribers through structured win-back campaigns via phone, SMS, and email. Maintain precise CRM documentation on every patient interaction and outcome.
Requirements
3+ years in a retention, customer success, or account management role, ideally in a subscription business. Proven ability to handle cancellation conversations without defaulting to discounts. Strong follow-up discipline and pipeline management. Professional-level English communication and comfort working U.S. business hours.
Additional Information
Experience Level
Mid-Level
Employment Type
permanent
Work Mode
Remote