Disruptive
Care
Consumer
Connection &Member Success Associate, Retention
Function Health
Washington, DC, USA · Remote
USD 55k-60k / year
Posted on Aug 30, 2025
Member Success Associate, Retention
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, has 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 Member Success Associate to join our rapidly growing consumer health tech startup. As a Member Success Associate, you will support our efforts to build lasting relationships with Function Health members. Your mission is to help reduce churn by engaging with at-risk members, understanding the root of their dissatisfaction and delivering solutions that demonstrate our value. In addition to supporting members, you’ll help identify trends and surface insights. This role is ideal for someone who’s empathetic and detail-oriented.
In this role, you’ll go beyond executing SOPs, you’ll use critical thinking and empathy to adapt strategies to individual member needs, recognize trends across interactions, and share insights that help shape our retention approach
The base salary for this role is $55,000 - $60,000 per year, commensurate with experience, qualifications, and varies depending on candidate location.
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:
- Member Messaging: Handle member cases across multiple channels (phone, chat, email, SMS), delivering timely, high-quality responses through respectful, empathetic, and open communication with members. Participate in customer inquiries, conducting retention save conversations and offering thoughtful and personalized solutions.
- Operational Execution: Effectively operate established workflows and SOPs with consistency and autonomy, ensuring a high-quality member experience. Proactively identify improvement opportunities and support the upkeep of team resources (Macors & SOPs), to help the Retention Team streamline processes and improve efficiency with support from Sr Associates and managers.
- Technical Familiarity: Gain proficiency with internal tools (e.g., Google Sheets, Intercom, CRM systems, Admin, Stripe), utilizing them effectively for daily tasks and seeking guidance for advanced usage or troubleshooting.
- Retention Support: Connect with customers and leverage retention practices to increase member retention. Display strong communication skills with members, understanding their request and membership journey to deliver clear and empathetic responses to resolve queries.
- Performance Improvement: Engage with your manager and Sr Associates in coaching, training, performance, and KPI reviews to develop related skills and continually improve in your work.
Qualifications/Skills:
- Have 3+ years of experience in customer or member support, preferably in a fast-paced, high-growth startup or health-related environment.
- Have experience conducting retention or save conversations, with a focus on understanding member concerns, handling objections, and communicating value in a clear and empathetic way.
- Bring strong interpersonal skills and a natural ability to build rapport with members, using active listening and thoughtful communication to create personalized experiences.
- Are comfortable navigating sensitive conversations with care and professionalism, helping members feel heard and supported, even in moments of frustration or dissatisfaction.
- Operate with exceptional attention to detail, even when managing a high volume of requests.
- Are solutions-focused and resourceful—you don’t just identify problems, you propose fixes and implement them.
- Have excellent written communication skills clear, empathetic, and able to distill complex health topics simply.
- Are comfortable navigating technical systems and internal tools (e.g., Stripe, Intercom, Admin panels), and can troubleshoot issues or identify root causes with minimal guidance.
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.
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.
Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.
Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com.
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Req ID: R180