Company Overview:

Role:

Key Responsibilities:

• Retention Strategy & Execution: Own the development and execution of Function members retention strategy by setting direction, defining outreach standards, and aligning goals with broader business objectives.
• Churn Risk Management: Develop and manage processes to identify at-risk members using data-driven insights, and lead outreach strategies focused on resolving issues and restoring trust.
• Billing Support Oversight: Oversee day-to-day billing support operations including payment issues, refunds, disputes, promo code discrepancies, and membership cancellations. Ensure timely, accurate, and empathetic resolutions for our members.
• Process Optimization & Automation: Identify and optimize manual processes across retention and billing to drive continuous improvement. Collaborate with Product and Engineering to scope and implement automation solutions where possible and at the right time
• Reporting & Insights: Track and analyze key metrics across both retention and billing; synthesize data into actionable insights and share trends and recommendations with leadership.
• Team Management & Development: Lead, support, and grow a team of Retention and Billing Specialists through coaching, performance management, and skill development to ensure high-quality member interactions.
• Tooling & Systems Design: Own the configuration and optimization of workflows in tools like Intercom and Stripe, including automation, tagging, and escalation protocols to support efficient execution and clear reporting.
• Cross-functional Collaboration: Partner with Product, Support, Marketing, Finance, and Operations teams to share member insights, align on initiatives, and ensure the voice of the member informs priorities.

Qualifications/Skills:

• 5+ years of experience in customer success, retention, support, billing operations, or member engagement, preferably in a fast-paced startup or health-tech setting.
• 2+ years of team leadership experience, including hiring, coaching, performance management, and scaling high-impact support or operations teams.
• Proven track record of reducing churn and improving member experience through operational excellence, empathetic communication, and process improvement.
• Demonstrated ability to design and optimize workflows across both retention and billing functions — including identifying manual pain points and driving automation in collaboration with Product and Engineering.
• Proficiency in Intercom (or equivalent) and billing tools like Stripe, with hands-on experience configuring flows, automations, tagging, and analytics.
• Data-savvy with the ability to extract insights, build dashboards, and use data to influence strategy and cross-functional decision-making.
• Excellent communication and problem-solving skills, you earn trust by being clear, responsive, and member-first in moments that matter.

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.

• Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create clear, actionable, human experiences.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.

• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.

• Radical Ownership, Relentless Execution:
  • We don’t just ship—we own outcomes and drive results.
  • We act with urgency and precision.
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.

• Mission Over Ego:
  • We are ruthlessly aligned to our mission—and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.

• Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision—data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us: