Member Success Manager

About us

Do you believe that every individual deserves affordable and reliable access to their health information? So do we. Function Health was founded with a singular focus: empower you to live 100 healthy years. Function membership starts with routine whole-body lab testing (100+ tests) and personalized evidence-based insights from the world’s top doctors. It puts your health in your hands and cuts out layers of noise and complexity. Function is an annual subscription designed to serve people across their lifetime.

The Role

We’re looking for a Member Success Manager to join our rapidly growing consumer health tech startup. This individual will be responsible for independently leading the overall Member Success strategy and execution, created in collaboration with the Member Success Senior Manager. You will oversee a team of Member Success Associates and team leads, driving initiatives to enhance member satisfaction, retention, and engagement. This role involves developing and implementing best practices, analyzing data to make data-driven decisions, collaborating with key stakeholders across the organization, and ensuring a high standard of service delivery. Additionally, the Member Success Manager plays a pivotal role in driving strategic innovation, end-to-end process optimization, and continuous improvement to achieve business goals and exceed member expectations.

Responsibilities:

• Team Leadership: Lead and mentor a large team of member success associates, providing guidance, coaching, and support to ensure high performance and goal achievement.
• Cross-functional Collaboration: Collaborate with leadership, sales, marketing, product development, and other departments to align strategies, share insights, and drive initiatives that enhance member success.
• KPI Development and Monitoring: Define and track key performance indicators (KPIs) related to member success, such as customer satisfaction scores (CSAT).
• Customer/Member Journey Mapping: Able to map out the entire customer journey and use analytics to identify pain points, opportunities for improvement, and areas that impact customer satisfaction and loyalty.
• Continuous Improvement Initiatives: Lead initiatives for continuous improvement in member success processes, systems, and practices, leveraging data-driven insights and best practices.
• Risk Management: Identify and mitigate risks related to member success, such as potential churn threats, customer dissatisfaction issues, or competitive challenges.
• Executive Reporting: Provide regular updates and reports to senior leadership and stakeholders on member success metrics, trends, initiatives, challenges, and opportunities.

Qualifications:

• Has 5+ years of experience in strategy & operations roles in one or more GTM functional areas (e.g. operations, customer success, sales)
• Prior education or experience in the health and medical space strongly preferred
• Has a high degree of comfort and patience with difficult conversations, cold calling members, and empathetic listening for insights and win-win opportunities
• Demonstrates proficiency in appropriate skills such as empathy, active listening, and rapport building
• Has exceptional problem solving and analytical skills; demonstrated ability to structure complex problems, navigate challenging data sets, and develop solutions
• Is capable of leading, but also contributing as an individual to a team

Nice-to-haves

• Prior education or experience in the health and medical space strongly preferred
• Start-up experience, particularly in early-stage technology companies.
• Familiarity with chat bots and working in Intercom

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. Join us on our mission to revolutionize the health technology industry!

FAQ’s

• What is Function’s approach to remote work? Function is 100% remote across the United States, from Austin to New York to San Francisco. We meet up in person on occasion.
• Who works at Function? We’re small but growing! The team includes: Pranitha, Mike, Jonathan, Dr. Hyman, Amy, Kiara, Whitney, Karly, Samone, Sean, Max, Sara, Tova, Erika and many more.
• What’s the interview process like? You’ll meet with Kiara, our Director of Member Experience. Then, you'll meet our Co-Founder & COO, Pranitha Patil. On this call, we’re looking to understand your experience, interests, and if you’re a culture fit. Then, you’ll have a Co-Founders interview, where you’ll meet the other co-founders that have built and run the company. After that we’ll send an offer! If we don’t give an offer, we’ll be sure to provide feedback.
• Do I need to match all requirements (e.g. x years of experience, healthcare background)? Function Health welcomes applicants from diverse backgrounds and experiences. While it is not necessary for candidates to possess expertise in all areas, we are seeking individuals with exceptional talent in building and managing software. At Function, we prioritize continuous learning and growth for all team members. We strongly encourage individuals from traditionally underrepresented communities, including women, people of color, LGBTQ+ individuals, veterans, and people with disabilities, to apply.

At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.