Senior Customer Success Manager

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Mento

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

☁️ SaaS

👥 HR Tech

🤝 B2B

💰 $6M Seed Round - Mento on 2023-02

SaaS • HR Tech • B2B

Mento is a coaching platform that helps companies develop leaders and accelerate career growth through 1:1 coaching and mentorship delivered by experienced operators. The platform pairs leaders with coaches who've held similar roles, matches based on role/goals/working style, and uses an AI coaching layer to keep sessions connected and focused on business outcomes. Mento is positioned as a performance-driven, enterprise-focused solution with measurable outcomes and a curated coach network for teams at companies.

📋 Description

• Own a portfolio of 35 to 45 mid-market and enterprise partner accounts representing $5M to $6M in ARR, end to end • Manage implementation, utilization, renewal, and expansion across the account portfolio • Serve as the strategic point of contact for People and L&D leaders • Lead renewal conversations, identify expansion opportunities, build the commercial case, and close deals • Build trusted relationships with HR, People Ops, and Learning and Development buyers • Frame coaching ROI around customer business goals and internal budget accountability • Run impact reviews, executive business reviews, and difficult commercial conversations • Represent partners in cross-functional discussions with coaching operations, product, and leadership • Flag, document, and drive partner or member experience issues to resolution • Document processes, identify manual or inconsistent workflows, and improve the playbook • Work directly with the VP of Customer Experience and alongside the Account Manager with autonomy and accountability

🎯 Requirements

• 7+ years in customer success or account management at a B2B SaaS or technology company, with real seniority • Experience owning large books of business end to end • Experience carrying and hitting retention and expansion targets • Experience managing enterprise and mid-market accounts through full renewal cycles • Demonstrated ability to grow accounts, not only retain them • Direct experience selling to or partnering with HR, L&D, or People Ops buyers • Understanding of People leaders' responsibilities, metrics, and internal decision-making and funding processes • Commercial sharpness and strong relationship-building ability • Ability to operate independently in ambiguity and early-stage environments without a complete playbook, perfect data, or a large team • Genuine conviction in the transformational value of coaching and strong instincts for quality • Operational fluency, including building account systems and working comfortably in a CRM • HubSpot preferred • Comfortable working in spreadsheets • Coaching experience as a participant or practitioner is a plus, not required

🏖️ Benefits

• Fully remote • Competitive senior level salary • Variable pay • Equity • Medical insurance • Dental insurance • Vision insurance • 401k plan • Unlimited vacation • $500 home office stipend • Access to your own Mento Coach • Work-life balance • Flexible work arrangements: "we don't care when, where, or how you work" as long as work is completed and teammates are accountable