Senior Customer Success Manager

🕒 August 17

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 24%

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Mento

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

📚 Education

⚡ Productivity

B2B • Education • Productivity

Mento is a company that specializes in providing personalized coaching and mentorship to individuals, teams, and companies. The company's platform offers tools to accelerate career growth, focusing on leadership skills, tactical skills, and team performance. Mento's unique approach combines science-backed coaching methods with the expertise of industry leaders, aiming to drive performance and unlock potential. With a focus on tailored growth plans and insights, Mento supports founders, executives, managers, and individual contributors in achieving their professional goals. The company's services are trusted by top-performing businesses, emphasizing personal and professional development through customized coaching experiences.

📋 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

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