Disruptive
Care
Consumer
Connection &Membership Retention & Billing, Manager
Function Health
United States · Remote
Posted on Jun 14, 2025
Membership Retention & Billing, Manager
US - Remote
Operations
Remote
Full-time
Company Overview:
Function was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to make sure people don't suffer or die a preventable death. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024 and is venture-backed by Andreessen Horowitz (a16z).
Hundreds of thousands of members have joined Function to take control of their health. We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health and have a relentless bias toward action and a growth mindset. Function fosters a collaborative and dynamic environment where, every day, we are building the future.
Role:
We’re looking for a Membership Retention & Billing Manager to lead, scale, and evolve our approach to retaining Function Health members. In this strategic and hands-on role, you will own both the development of our retention strategy and the operational oversight of our billing support processes. This role requires a highly motivated, empathetic, and operationally driven leader who thrives in fast-paced, high-impact environments. You believe trust is built in the moments that matter like helping a member feel heard during a billing concern or supported when deciding whether Function is the right fit for them
You’ll lead and grow a team responsible for both proactive member retention and responsive billing support while also building the systems, processes, and insights that make every interaction seamless, empathetic, and efficient. This is a unique opportunity to influence a growing team, streamline key touchpoints, and directly impact member satisfaction, loyalty, and long-term engagement.
This role is best suited for those energized by fast-paced environments, excited to build in a high-growth setting, and deeply motivated by our mission at Function. If you're looking for meaningful challenges, dynamic work, and the opportunity to make a real impact—we’d love to meet you.
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:
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. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.
Join the Function Health team and become a part of our mission to revolutionize healthcare. Work with us to make a difference in the lives of thousands, ensuring a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.
At Function, we celebrate diversity and are committed to building an inclusive and equitable workforce. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, veteran status, marital status, ancestry, or any other characteristic protected by applicable law.
First name *
Last name *
Email *
LinkedIn URL
Location
Resume *
Click to upload or drag and drop here
Were you referred for this position? If so, by whom? *
Are you authorized to work in the country where the position is located without requiring sponsorship for a work visa now or in the future? If you are currently located outside the U.S., please note that we will hire as a contractor.
Voluntary Self-Identification
To comply with government reporting requirements, we invite candidates to participate in the self-identification survey below. Your completion of this form is entirely optional, and your decision will neither influence the hiring process nor any subsequent stages. Any information you choose to share will be kept confidential and stored in a secure file. As outlined in our Equal Employment Opportunity policy, we uphold a commitment to non-discrimination based on any protected group status specified in applicable laws.
Gender
Race
Race and ethnicity descriptions
PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
By applying you agree to Gem's terms and privacy policy.
Save your info to apply to other roles faster & help employers reach you.
Req ID: R114