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About the role
Key responsibilities & impact- Serve as the primary escalation point for high-risk and high-impact customer situations, including billing disputes, service concerns, and financial distress
- Own and manage the at-risk customer pipeline in HubSpot, including developing and optimizing customer health scoring models, defining key risk indicators, and implementing proactive monitoring and intervention strategies
- Lead all customer retention efforts, including managing termination requests, conducting save conversations, and implementing standardized retention playbooks aligned to common churn drivers
- Serve as the primary owner of the customer termination process, including evaluating risk, influencing save decisions, and recommending outcomes that balance customer needs with business impact
- Partner with Finance to manage and evaluate all rate reduction and financial accommodation requests, ensuring alignment with company goals and long-term customer value
- Design and scale retention and escalation workflows to ensure timely intervention, clear ownership, and consistent execution across teams
- Track key retention metrics, including churn rate, save rate, gross and net revenue retention, and revenue retained, and provide regular reporting and insights to leadership
- Identify systemic drivers of customer friction and churn, and partner with Product, AI, and Operations teams to eliminate these issues at the system level, reducing reliance on manual processes over time
- Partner with Marketing to analyze drivers of churn, inform customer value propositions, and support targeted win-back strategies for at-risk or churned customers
- Collaborate with Account Management, Support, Enterprise, and Growth Coaching teams to ensure at-risk providers receive the support needed to drive client acquisition, payer utilization, and long-term business success
- Advocate for the provider experience by identifying friction points and partnering with internal teams to improve service delivery, communication, and overall customer value
- Support initiatives that improve efficiency and reduce the cost and complexity of reimbursement for providers
- Train and enable customer-facing teams on best practices for identifying risk, managing difficult conversations, and escalating appropriately
- Other duties as assigned
Requirements
What you’ll need- Minimum of 7 years of experience in Customer Success, Account Management, Revenue Operations, or a related field
- Experience owning or directly influencing retention, churn, or revenue-based metrics (e.g., GRR, NRR, or revenue retention)
- Proven track record of successfully improving retention, reducing churn, and recovering at-risk revenue
- Demonstrated ability to manage high volumes of escalated or at-risk customer situations while maintaining professionalism and composure
- Strong business and financial acumen, with the ability to evaluate revenue impact, pricing considerations, and long-term customer value
- Exceptional communication, negotiation, and conflict resolution skills
- Ability to operate cross-functionally and influence stakeholders across multiple departments
- Highly analytical with the ability to translate data into actionable insights
- Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment
- Strong resilience and emotional intelligence, with the ability to navigate difficult conversations and maintain a solutions-oriented mindset
- Experience building or working with customer health scoring models and proactive retention strategies required
- Experience with CRM systems (HubSpot preferred) and data-driven decision-making
- Bachelor’s degree in Business, Healthcare Administration, or a related field preferred
- Relevant experience may be considered in lieu of a degree.
Benefits
Comp & perks- Medical, dental, and vision benefits
- 401k retirement plan
- Aflac benefits
- Paid time off
- Professional development support
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer health scoring modelsretention strategieschurn metricsrevenue retentiondata-driven decision-makingfinancial acumenconflict resolutionnegotiationproblem-solvingescalation workflows
Soft Skills
communicationorganizational skillsemotional intelligenceresilienceprofessionalismcomposurecross-functional collaborationinfluencing stakeholdersanalytical thinkingsolutions-oriented mindset