SMB Manager

Function Health • Canada, KS

6h

About The Position

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.

Requirements

• 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 — not just execute within existing ones.
• Strong written and verbal communication skills, with the ability to clearly explain value and guide decision-making across chat, email, and calls.
• Proven ability to own conversations end-to-end, including proactive follow-up and closing.
• Strong operational instincts — you naturally spot inefficiencies and improve systems, not just execute within them.
• Experience working across tools and systems such as Intercom, Salesforce, HubSpot, or similar.

Nice To Haves

• 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.

Responsibilities

• Own the full SMB member lifecycle — from first inquiry through purchase, activation, and renewal. You're the primary relationship owner for SMB employer accounts throughout their time with Function.
• Manage inbound SMB leads and guide employers through the decision to offer Function as a benefit, delivering a consultative, high-quality experience from first touch through purchase.
• Run the assisted self-serve motion — guide companies through signup and onboarding, stepping in where needed to remove friction while keeping the process lightweight and scalable.
• Drive employee activation post-purchase — follow up with employers to ensure employees are enrolling, using activation data to identify accounts that need support and intervening early.
• Qualify and segment opportunities — distinguish between self-serve and higher-touch SMB accounts and tailor your approach to maximize conversion and retention.
• Drive multi-channel engagement — lead conversations across chat, email, and calls, using structured follow-up to move leads forward and reduce drop-off at every stage of the lifecycle.
• Own proactive renewal outreach — manage the employer relationship through the full membership year, proactively surfacing value delivered, flagging at-risk accounts, and securing renewal before it becomes a reactive conversation.
• Identify and fix lifecycle friction — spot where employers or employees get stuck at any stage and proactively implement improvements to increase conversion, activation, and retention.
• Build and refine playbooks — create repeatable processes for inbound handling, onboarding, activation follow-up, and renewal outreach that standardize how SMB accounts are managed at scale.
• Track and improve performance — own key metrics including SMB conversion rate, employee activation rate, renewal rate, and time to activation, using data to continuously improve outcomes.
• Partner cross-functionally — work closely with operations, product, billing, and support teams to streamline workflows, reduce manual work, and improve the end-to-end employer and employee experience.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees