Patient Success Representative – Retention, Subscription

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LumiMeds

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

💊 Pharmaceuticals

👥 B2C

☁️ SaaS

Pharmaceuticals • B2C • SaaS

LumiMeds is a telehealth patient-management platform connecting patients with licensed medical providers to deliver personalized weight-loss and longevity injectable treatments. The company offers telehealth consultations, prescription evaluation, and nationwide delivery of prescription and compounded medications (GLP-1s like semaglutide, tirzepatide, and NAD+), with subscription plans, monthly follow-ups, and direct-to-consumer pricing that does not require insurance.

📋 Description

• You will own the relationship with our existing patient base — proactively engaging subscribers before they disengage, handling cancellation and pause requests, and identifying the moments where a patient needs a nudge, a reframe, or a real conversation to stay committed to their care. • This is not a reactive churn queue. You'll reach out before the cancel request comes in, identify at-risk patients through behavioral signals, and build the kind of trust that makes patients want to stay. • You'll need empathy, persistence, and the ability to have honest conversations about health commitments — not just subscription logistics. • 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

• 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

• 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