About the Role

We're looking for a Customer Success Manager to own a portfolio of coaching partnerships end to end, from implementation through renewal and expansion. You'll be the strategic point of contact for a defined set of partners, accountable for utilization, engagement, and revenue outcomes across your book.

You'll work directly with the VP of Customer Experience and alongside our Account Manager, owning a separate track of accounts. That means you'll have real autonomy and real accountability from day one. You'll build trusted relationships with HR and People leaders, keep members moving through the coaching journey, and bring the partner's perspective into internal conversations about product, operations, and coaching quality.

We move quickly, we build things from scratch, and we expect contributors to make things better - not just maintain them.

Key Responsibilities

Own your portfolio. Manage a defined set of partner accounts across the full lifecycle: implementation, kickoff, utilization, baseline and impact reviews, renewal, and expansion. You set the pace and you own the outcomes.

Drive utilization and engagement. Proactively reach out to partners, members, and internal stakeholders to ensure seats are filled, members are active, and programs are delivering value. You don't wait for problems to surface, you spot them early and act.

Lead renewals and expand revenue. Own renewal conversations for your accounts. Identify expansion signals, build the case for growth, and work with leadership to close. You'll have quarterly revenue targets and a direct line to hitting them.

Run high-quality partner touchpoints. Facilitate impact reviews, onboarding calls, and business reviews that make the ROI clear and the relationship stronger. You know how to frame results for a VP of People and how to handle a hard conversation without losing the room.

Build the internal case for your partners. Represent your partners in cross-functional conversations with coaching operations, product, and leadership. When something is broken in the partner or member experience, you flag it, document it, and follow it through to resolution.

Improve the systems you inherit. Document what you're doing, identify what's manual or inconsistent, and propose improvements. We're still building the playbook - you'll help write it.

Who We're Looking For

6-10 years in customer success or account management at a B2B SaaS or tech company. You've owned accounts end to end, run renewals independently, and have a track record of hitting retention and expansion targets.

You've worked with HR, L&D, or People Ops stakeholders. You understand how these buyers think, what they're accountable to internally, and how to build the kind of trust that leads to multi-year partnerships.

You're commercially oriented. You understand that relationships are the path to revenue, not a substitute for it. You know how to identify expansion opportunities, build the case, and close, without it feeling transactional.

You're operationally sharp. You don't just manage accounts, you build systems around them. You're fluent in CRM tools (HubSpot preferred), comfortable with automation, and you leave things better than you found them.

You understand what makes coaching transformational. You don't need to be a coach yourself, but you need to genuinely care about the member experience and have strong instincts for what good looks like. Experience with coaching as a participant or practitioner is a plus.

You operate with high ownership in ambiguous environments. You've worked at an early-stage company and you know what it means to figure things out without a complete playbook, perfect data, or a large team behind you.

Benefits

• Fully Remote, with preference of NY, LA, or SF
• Competitive salary and equity
• Medical, dental, vision, and a 401k plan
• Unlimited vacation (we actually mean this)
• $500 home office stipend
• Access to your own Mento Coach