Customer Care Specialist

NexHealth; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K & commuter benefits

Flexible PTO

Impactful work

Job summary

NexHealth is seeking a Retention & Contract Specialist to protect revenue and customer experience during churn moments. The role sits within Customer Care and collaborates across teams to forecast, document, and execute retention strategies.

The position emphasizes process excellence, sound judgment, and empathy, with responsibilities spanning off-boarding and contract clarity to protect billing and renewals.

Qualifications

• 2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function.
• Strong written and verbal communication skills.
• Experience working in a CRM or ticketing system (HubSpot preferred).
• Ability to interpret and explain contract or billing terms to customers.
• High attention to detail and comfort managing multiple active cases.
• Ability to remain calm, empathetic, and professional in sensitive customer situations.

Responsibilities

• Own customer retention and off-boarding cases from creation through closure in HubSpot.
• Conduct structured discovery conversations to understand customer intent and risk.
• Clearly communicate contract obligations and off-boarding details to customers.
• Determine and execute the appropriate resolution paths.
• Build and document success plans for retention cases with clear next steps and timelines.
• Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product.

Skills

Customer Support

Retention

Customer Success Ops

Communication

HubSpot

Attention to detail

Empathy

Tools

HubSpot

Job description

Overview

About NexHealth
Our healthcare system remains frustratingly analog. When you live in a world of one-tap car rides, instant meal delivery, and unlimited streaming, why do you still have to call to schedule a doctor’s appointment and fill out a clipboard in the waiting room?

About NexHealth
Our healthcare system remains frustratingly analog. When you live in a world of one-tap car rides, instant meal delivery, and unlimited streaming, why do you still have to call to schedule a doctor’s appointment and fill out a clipboard in the waiting room?

NexHealth’s mission is to accelerate innovation in healthcare by connecting patients, providers, and developers. We’re building the infrastructure layer for modern healthcare, connecting thousands of fragmented, on-premise, and closed EHR systems into a single, modern platform that powers software, APIs, payments, and patient experiences across the ecosystem.

• Founded: 2017
• Headquarters: San Francisco, CA
• Funding: $177M Series C
• Employees: 200+
• Trusted by tens of thousands of providers and hundreds of health-tech developers — forging the infrastructure layer that modern healthcare needs

The Role

The Retention & Contract Specialist plays a critical role in protecting both the customer experience and company revenue during moments of churn risk. This role is responsible for managing customer churn, retention, and contract-related cases end-to-end within HubSpot, ensuring accurate forecasting, clean documentation, and consistent execution of established workflows.

This position sits within the Customer Care and is adjacent to Customer Support and Customer Success. Success is measured by process excellence, sound judgment, customer empathy, and operational accuracy.

What You’ll Do

• Own customer retention and off-boarding cases from creation through closure in HubSpot
• Conduct structured discovery conversations to understand customer intent and risk
• Clearly communicate contract obligations and off-boarding details to customers
• Determine and execute the appropriate resolution paths
• Build and document success plans for retention cases with clear next steps and timelines
• Ensure off-boarding cases are closed accurately and on time, with complete billing and contract documentation
• Maintain high-quality CRM hygiene to support accurate churn reporting and forecasting
• Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product as needed
• Escalate risks, blockers, or exceptions appropriately and in alignment with policy

What Success Looks Like

• Customers experience clear, empathetic, and professional communication during high-risk moments
• Move cases efficiently through defined stages without stagnation
• Forecasting, billing, and contract data are accurate and reliable for downstream teams
• Managers and partners can trust case documentation without rework

What You\'ll Bring

• 2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function
• Strong written and verbal communication skills
• Experience working in a CRM or ticketing system (HubSpot preferred)
• Ability to interpret and explain contract or billing terms to customers
• High attention to detail and comfort managing multiple active cases
• Ability to remain calm, empathetic, and professional in sensitive customer situations

Compensation

Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of commissions. Variable compensation type is determined by your role and level. Other benefits may include stock options, an unlimited paid time off policy, and up to 100% coverage on medical, vision and dental insurance.

NexHealth Compensation Range

$90,000—$120,000 USD

Benefits

• Full Medical, Dental, and Vision (up to 100% covered)
• 401K and commuter benefits
• Flexible PTO
• High-impact work that directly improves the healthcare experience for millions

Our Values

• Solve the customer’s problems, not yours. When making decisions, think from the perspective of the customer. It’s easy to make decisions that make our lives simpler, but not the customers.
• Do the things others are not willing to do. As a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace.
• Take ownership. Act like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
• Say what’s on your mind, with positive intent. Be direct, proactive, transparent, and frequent in your communication.
• Default trust. As a Nexer, you do not have to earn trust; trust is given to you by default. If we default to trusting each other, our speed of communication, feedback, information sharing, and overall improvements will be faster.
• Think in first principles. We first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask “why” to validate our assumptions.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We provide reasonable accommodation for individuals with disabilities to participate in the application or interview process. Contact [e-mail] to request assistance.