Customer Retention Specialist

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. Customer Retention Specialist Remote – LATAM 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 As a Customer Retention Specialist , you'll play a key role in helping patients stay engaged with their health journey. You'll proactively connect with patients who may be at risk of canceling or pausing their subscription, provide support during retention conversations, and help them understand the value of continuing their treatment. This is an excellent opportunity for someone looking to grow a career in Customer Success, Retention, or Healthcare Operations. You'll receive training on our products, systems, and best practices while developing valuable communication and relationship-building skills. What You'll Do Proactively reach out to patients who may be at risk of canceling or disengaging. Handle inbound cancellation and pause requests with empathy and professionalism. Support patient retention by identifying solutions that meet their needs. Re-engage paused or inactive patients through phone, SMS, and email outreach. Educate patients on membership options, program benefits, and available non-clinical resources. Escalate clinical questions or concerns to the appropriate care team. Accurately document all patient interactions in the CRM. Follow established retention workflows, scripts, and best practices. Meet individual performance goals related to retention, productivity, and customer satisfaction. Share patient feedback and common cancellation reasons to help improve the overall patient experience. What You'll Own Domain Scope Patient Outreach Contact at-risk patients through phone, SMS, and email Retention Support Manage cancellation and pause conversations Win-Back Campaigns Re-engage paused and inactive patients Patient Escalations Coordinate handoffs to the clinical team when needed CRM Documentation Maintain accurate records and follow-up activities Performance Metrics Retention, productivity, quality, and customer satisfaction Patient Insights Identify trends and recurring feedback What We're Looking For Required 0–2 years of experience in customer service, customer support, sales, hospitality, call centers, or another customer-facing role. Excellent verbal and written English communication skills. Strong interpersonal and active listening skills. Comfortable speaking with customers over the phone. Positive attitude with a genuine desire to help others. Organized, detail-oriented, and able to manage multiple conversations. Comfortable learning new systems and following structured processes. Ability to work independently in a remote environment. Available to work U.S. business hours. Basic computer proficiency, including CRM systems or willingness to learn. Preferred Experience in a subscription-based or recurring revenue business. Familiarity with CRM platforms such as HubSpot, Salesforce,…