Patient Success Representative — Retention & Subscription

About LumiMeds LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up. As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive. We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction. The Role 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. What You'll Actually Do Proactively contact at-risk patients before they disengage or cancel — using behavioral signals, usage patterns, and CRM flags to prioriti...