Proactively engaging with at-risk patients, the full-time Patient Success Representative will manage retention efforts and subscription inquiries remotely for a telehealth startup focused on weight management, ensuring patients remain committed to their care while achieving retention and reactivation goals. Key responsibilities Contact at-risk patients before they disengage, utilizing behavioral signals and CRM data to prioritize outreach Handle inbound cancellation and pause requests with empathy, striving to save accounts where possible Re-engage lapsed or paused subscribers through structured win-back campaigns via phone, SMS, and email Required qualifications 3+ years in a retention, customer success, or account management role, preferably in a subscription-based business Proven experience managing cancellation conversations without resorting to discounts or transfers Strong follow-up discipline and ability to manage a pipeline of at-risk patients effectively Professional-level English communication skills and comfort working U.S. business hours Proficiency with CRM systems and communication tools like Slack and Dialpad