Customer Retention Associate
Job Overview:
Join CureMD as a Customer Retention Associate and play a key role in strengthening long-term client relationships by managing customer retention initiatives from initial risk identification through resolution. You will work closely with customers who are considering discontinuing CureMD services, understand their concerns, coordinate cross-functional efforts, and recommend solutions that improve customer satisfaction and protect recurring revenue.
If you are a strong communicator with excellent analytical and relationship-building skills, this role offers an opportunity to make a meaningful impact on customer success and business growth.
Job Responsibilities:
Ability to handle difficult customer conversations with professionalism, empathy, patience, and emotional resilience.
Own reactive termination requests and proactive low-health retention projects from intake through closure.
Engage with customers to understand their concerns, identify root causes, and develop effective retention strategies.
Create and maintain retention projects, ensuring accurate documentation of customer interactions, project updates, and outcomes.
Escalate customer risks within established timelines and coordinate with internal stakeholders to drive timely resolution.
Collaborate with Customer Success, Support, Billing, Product, Services, Finance, Sales, and other teams to investigate customer concerns and execute retention plans.
Schedule and participate in customer meetings, document commitments, and ensure timely follow-up on agreed actions.
Validate customer contract details, financial exposure, and applicable termination-related charges in coordination with Finance.
Prepare concise retention reports that summarize customer concerns, actions taken, outcomes, and recommendations.
Monitor retained accounts to ensure commitments are fulfilled and identify opportunities for proactive engagement.
Analyze recurring customer feedback and retention trends to recommend process improvements.
Manage multiple retention projects while maintaining high standards of organization, communication, and customer advocacy.
Contribute to a collaborative environment that promotes continuous learning, accountability, and operational excellence.
Develop a working understanding of healthcare practice workflows, EHR/PM usage patterns, billing operations, support history, and implementation challenges to better assess customer risk and recommend practical retention solutions
Support post-save stabilization by tracking agreed commitments, customer sentiment, adoption recovery, and recurrence of the original risk factors.
Qualifications:
Bachelor's degree from a reputable institution.
Minimum 0-2 years of experience in Customer Success, Customer Service, Client Relations, Account Management, or a similar customer-facing role.
Excellent verbal and written communication skills with strong negotiation and interpersonal abilities.
Strong active listening skills and the ability to understand and address customer concerns effectively.
Analytical mindset with the ability to identify customer trends, evaluate retention opportunities, and recommend appropriate solutions.
Experience in client communication and relationship management is preferred.
Ability to work independently in a fast-paced, dynamic environment while managing multiple priorities.
Ability to work in US timings.
Compensation & Benefits:
Financial:
- Competitive salary and bi-annual bonus.
- Fast track and uncapped career growth for high performers.
- Company-sponsored vehicle financing (car and bike).
- Interest-free loans.
- Provident Fund: CureMD matches up to 8% of your base salary.
Health and Wellness:
- In-house clinic with a team of certified male and female doctors with 24/7 telemedicine service.
- Hospital treatment monitoring by company doctors.
- Comprehensive health coverage for your immediate family (outpatient, inpatient, maternity and parents' inpatient).
- Exclusive health benefits and discounts at top class clinics and labs.
Supportive Workplace:
- Pick-up and drop-off services for female employees.
- In-house daycare facility.
- In-house gym and recreational area to unwind.
Continued Learning:
- Company-sponsored trainings, workshops, development programs and retreats.
- Paid specialized trainings/certifications.
The Difference You’ll Make:
At CureMD, every role, whether senior or junior, plays a pivotal part in transforming healthcare. By joining our innovative team, you’ll contribute to groundbreaking technology that directly impacts patient care, enhances healthcare efficiency, and saves lives globally. Your skills and passion will drive meaningful change, helping us deliver solutions that support healthcare professionals in critical, real-time settings. Together, we’re not just advancing technology - we’re making a tangible difference in people’s lives. Together, let’s save lives.