Lumimeds - Patient Success Representative — Retention & Subscription

• Non-negotiables: • Non-negotiables: • 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 • Experience in telehealth, health coaching, wellness, or a regulated health environment • Familiarity with subscription billing logic — pauses, plan changes, reactivations • Comfort discussing health and weight management topics with empathy and without clinical overreach • Experience contributing to playbook development or process improvement on a CS or retention team