[Hiring] SMB Manager @Function Health

Role Description

The Membership Acquisition & Renewals (MA&R) team directly supports Function Health's revenue engine — from a member's first interaction to an inquiry from a small business owner to renewal moments that define long-term impact.

As SMB Account Manager, you will own the full SMB member lifecycle at Function — from first inquiry through purchase, activation, and annual renewal (0–500 employees). This role sits at the intersection of revenue, operations, and customer experience. You'll convert inbound leads, guide employers and their employees through onboarding and activation, and own the ongoing relationship that drives retention and renewal. You're closing deals, building a book of business and making sure it stays healthy.

Key Responsibilities

• Own the full SMB member lifecycle — from first inquiry through purchase, activation, and renewal.
• Manage inbound SMB leads and guide employers through the decision to offer Function as a benefit.
• Run the assisted self-serve motion — guide companies through signup and onboarding.
• Drive employee activation post-purchase — follow up with employers to ensure employees are enrolling.
• Qualify and segment opportunities — distinguish between self-serve and higher-touch SMB accounts.
• Drive multi-channel engagement — lead conversations across chat, email, and calls.
• Own proactive renewal outreach — manage the employer relationship through the full membership year.
• Identify and fix lifecycle friction — spot where employers or employees get stuck at any stage.
• Build and refine playbooks — create repeatable processes for inbound handling, onboarding, and renewal outreach.
• Track and improve performance — own key metrics including SMB conversion rate and renewal rate.
• Partner cross-functionally — work closely with operations, product, billing, and support teams.

Qualifications

• 3–6 years of experience in SMB acquisition, onboarding, account management, customer success, or support operations in a B2B or B2B2C environment.
• Experience working in inbound, product-led, or self-serve motions, with ownership of leads from first touch through conversion.
• Demonstrated ability to build or improve workflows, playbooks, or onboarding processes.
• Strong written and verbal communication skills.
• Proven ability to own conversations end-to-end, including proactive follow-up and closing.
• Strong operational instincts — you naturally spot inefficiencies and improve systems.
• Experience working across tools and systems such as Intercom, Salesforce, HubSpot, or similar.

Nice-to-Have Skills & Experiences

• Experience with outbound prospecting — building lists, working a pipeline, running a multi-touch sequence.
• Background in consultative sales, including running short, high-impact calls with employer buyers.
• Startup or high-growth company experience.
• Experience using AI tools or automation in customer-facing workflows.
• Familiarity with health tech, HR tech, or employer benefits.

Core Values

• Ruthless Prioritization: We don’t let perfect get in the way of progress.
• Member-First, Always: We design and deliver like we’re caring for someone we love.
• One Team, Moving Fast: We are aligned in purpose, prioritization, and speed.
• Radical Ownership, Relentless Execution: We don’t just ship– we own outcomes and drive results.
• Mission Over Ego: We are ruthlessly aligned to our mission– and leave ego at the door.
• Sustained Integrity in Every Detail: We earn trust by obsessing over accuracy, quality, and clarity in everything we do.

Benefits

• Competitive salary and benefits package.
• Flexible working hours.
• A dynamic work environment where creativity and innovation are encouraged.

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.