Founding Customer Success Manager

About Mento

Mento is a career technology company that helps people be exceptional and thrive at work through human, AI, and software-based coaching.  We’re on a mission to provide people access to the best support, advice, and mentorship at work and empower them to take action on it. In a world where jobs and careers are rapidly changing, we believe that transformational growth and continuous improvement is mandatory for people and companies to thrive. We believe that coaching is the best way to unlock this growth, and we believe everyone deserves access to coaching. We are on a mission to bring our unique model of coaching to every member of the global workforce.  

We strive to create a fun, conscientious, collaborative, and supportive work environment and are looking for several team members to join us. We are a remote-first company based in the US, Canada, and Latin America, with $8M raised from leading VCs and angel investors.

About The Role 

At Mento, we consider our customers our partners. As Mento's first Customer Success Manager, you'll be a strategic partner to our customer organizations to achieve measurable performance improvements through our coaching programs. This role will report to the VP of Customer Experience and will have significant influence on establishing processes that will scale as our business scales. You'll manage 40 partner accounts immediately, scaling to 65+ by the end of 2026. We want someone who genuinely believes in the transformative power of coaching and can authentically build trust with HR partners. In our dynamic startup environment, you'll also take on additional responsibilities and projects as business needs evolve.

Core Responsibilities

Strategic Partner Relationship Management

• Own partner accounts from program launch through renewal, serving as the trusted advisor to HR leaders and talent development teams
• Conduct and present partner-specific Baseline Reviews and Impact Reviews to demonstrate measurable coaching outcomes and business ROI through data analysis
• Drive expansion revenue by identifying opportunities for additional cohorts, coaching levels, and program extensions, owning the contract renewal process
• Build authentic relationships with HR partners who value coaching and employee development, helping them champion coaching culture to maximize impact and adoption
• Analyze and monitor member engagement across partner organizations, proactively addressing participation and driving utilization 
• Multi-threaded relationship building across HR, talent development, and senior stakeholders
• Align with broader talent strategies to position Mento as an integral partner in organizational development by creating compelling ROI narratives that resonate with executive stakeholders and drive renewal decisions

Operational Excellence & Collaboration

• Establish CSM best practices, creating scalable processes and building partner success playbooks specifically for HR and talent development audiences
• Work closely with Coaching and Member Experience team to ensure seamless member-coach-partner experience within partner organizations
• Facilitate partner customizations including goal alignment, cohort launches, reporting preferences, and communication cadences
• Maintain accurate records in HubSpot and all tracking systems for strategic planning and reporting
• Support sales team with HR-focused proof points, case studies, and reference opportunities, and capture market insights for based on partner feedback and trends
• Champion AI integration strategically into CSM role to drive productivity gains and promote technology adoption and workflow transformation

• Serve as voice of the customer internally to ensure partner needs drive strategic decisions

Success Metrics

• Revenue Growth: Keep pace with our historical expansion growth and hit revenue targets
• Account Management: Grow responsibility over partner accounts including contract renewal processes
• Partner Satisfaction: Partner feedback and renewal rates
• Impact Measurement: Quality and timeliness of Baseline and Impact Reviews

Required Qualifications

• Experience: 3+ years in customer success or account management, with proven ability to operate independently
• HR/Talent Development: Experience selling to or partnering with HR leaders and talent development teams
• Revenue Achievement: Track record of driving expansion revenue and managing strategic accounts
• Relationship Building: Exceptional ability to build trust quickly with senior stakeholders
• Analytical Skills: Experience creating executive-level reports and measuring program ROI
• Communication: Excellent presentation skills for C-level and HR leadership audiences

Preferred Experience

• Background in HR technology, professional services, or coaching/development platforms
• Experience in high-growth SaaS or startup environments
• Familiarity with leadership coaching, talent development, or employee engagement programs
• Track record successfully managing mid-market accounts
• Experience with performance measurement and impact analysis

Why Work with Us?

• We are a company dedicated to empowering professionals to live meaningful careers. That starts with our culture at Mento. 
• You’re very excited about being part of a team crafting novel ways for people, teams, and companies to unlock their performance, growth, and how we all work together.
• We work hard to foster a workplace built around trust, respect, collaboration, and having fun. We believe that feeling comfortable and safe at work is critical to creativity and productivity. Work-life balance should be your right, not your reward. As long as you are getting your work done and being accountable to your teammates, we don't care when, where, or how you work. 
• We are a highly collaborative work-environment where every team member plays a critical role in building our products, shaping our culture, and growing our business. This is a unique opportunity to join an early-stage, mission-driven team.
• We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. If you’re passionate about helping more people feel and perform their best at work, we want to hear from you.

Other benefits and perks include:

✈️  Fully Remote - ability to work from anywhere with bi-annual team offsites

💰  Competitive salary and equity

🏥  Medical, dental, vision, and a 401k plan

🌴  Unlimited vacation (We actually mean this! it's important to keep yourself fresh)

💻  $500 home office stipend

👥  Access to your own Mento Coach