Patient Success Representative – Retention & Subscription

LumiMeds

Patient Success Representative proactively contacting at-risk patients and handling cancellation requests. Engaging subscribers to improve retention and ensure commitment to their care in a telehealth environment.

Posted 7/15/2026full-timeRemote • 💃 Anywhere in Latin AmericaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in patient retention strategies, utilizing CRM systems for effective communication and documentation. Proven ability to engage at-risk patients and achieve retention KPIs through empathetic outreach and structured win-back campaigns.

Highest-signal resume keywords

Patient Retention StrategiesCRM DocumentationCancellation HandlingEmpathetic CommunicationKPI Achievement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Retention ManagementChurn AnalysisPipeline ManagementData AnalysisWin-Back Campaigns

Soft Skills

EmpathyDirect CommunicationFollow-Up DisciplineAccountabilityProblem Solving

Tools & Technologies

CRM SystemsSlackDialpadSpreadsheets

Industry Keywords

Customer SuccessAccount ManagementSubscription BusinessRecurring RevenueNPS Targets

About the role

Key responsibilities & impact

Proactively contact at-risk patients before they disengage or cancel — using behavioral signals, usage patterns, and CRM flags to prioritize outreach
Handle inbound cancellation and pause requests with empathy and confidence — save accounts where there's a real path to do so
Re-engage lapsed or paused subscribers through structured win-back campaigns via phone, SMS, and email
Educate patients on their progress, plan options, and the rationale for staying on track — using approved, non-clinical messaging
Identify patients who need escalation to care or clinical teams and hand off cleanly
Maintain precise CRM documentation on every patient interaction, outcome, and next step
Hit retention, save rate, and reactivation KPIs consistently
Surface patterns — reasons for cancellation, common objections, product gaps — and feed them back to product and ops teams
Contribute to refining retention playbooks, save scripts, and win-back sequences as we scale

Requirements

What you’ll need

3+ years in a retention, customer success, or account management role — ideally in a subscription or recurring-revenue business
Proven ability to handle cancellation or churn conversations without defaulting to discounts or transfers
Empathetic but direct — you can hold a patient accountable to their own goals without being pushy
Strong follow-up discipline and pipeline management — you don't let at-risk patients fall through the gaps
Track record of hitting save rates, NPS targets, or retention KPIs — bring the numbers
Professional-level English communication
Comfortable working U.S. business hours
Proficient with CRM systems, Slack, Dialpad, and spreadsheets

Benefits

Comp & perks

Base + performance incentives tied to retention and reactivation outcomes
Fully remote, startup environment where your work has direct clinical impact
You're not managing a queue — you're building relationships that determine patient health outcomes