Renewal Sales Executive

Overview

Retention Specialist role within Coach Operations at Twin Health India, focused on driving membership renewals and reactivating discharged members of the Twin Precision Treatment (Reversal) program. This is a dedicated retention role and does not involve managing a regular coaching panel.

What you'll do

• Manage renewal conversations starting 10 days before the invoice date, following up on pending payments and helping members continue treatment before discharge.
• Review members' health progress, enrollment goals, and records before each conversation.
• Understand members' concerns, including financial constraints, travel, difficulty following recommendations, self-directed care, or limited health outcomes.
• Communicate empathetically, address concerns without pressure, and offer approved retention options such as discounts, term extensions, Twin Doctor consultations, or increased coach follow-ups, where applicable.
• Contact discharged members, understand their reasons for discontinuing treatment, assess whether their concerns have changed, and coordinate their return to care.
• Work with coaches, Twin Doctors, Doctor Coordinators, and relevant app, sensor, nutrition, and payment teams to resolve member concerns and facilitate renewals or re-enrolments.
• Maintain accurate, same-day records of calls, member decisions, payment commitments, root causes, and outcomes in the relevant systems.
• Keep trackers updated and share recurring churn and discharge trends with the team.

What you'll need

• Graduate in any discipline.
• 3–5 years of experience in sales, renewals, retention, collections, or a similar customer-facing role involving calls and chat.
• Proven track record of achieving monthly targets, supported by measurable performance results.
• Experience with subscription-based or long-term services, preferably in healthcare, health technology, insurance, wellness, or education.
• Strong consultative selling, active listening, objection-handling, follow-up, and customer relationship management skills.
• Ability to explain member progress accurately, maintain detailed records, and work within clinical boundaries without overpromising health outcomes.

Nice to have

• Experience in healthcare or health insurance, winning back lapsed customers, or exposure to nutrition, diabetes care, or life sciences.

Details

• Location: Chennai/Bangalore.
• Open positions: 3.
• Reports to: Head of Care Operations.