Member Success Lead

Mento•San Francisco, CA

2d•Remote

About The Position

Mento is a remote-first company focused on unlocking human potential through coaching and AI. The Member Success Lead will own member success and the end-to-end member journey, from partner launch and invitation through sign-up, matching handoff, chemistry calls, and the first session, as well as ongoing engagement. The role is accountable for onboarding and member-health metrics, including time to first session, activation, engagement, utilization, satisfaction, and at-risk signals. The Lead will manage the Member Success team, including partner and member operations and member support, while handling high-volume operations across many members and partner programs. They will create playbooks, workflows, communication channels, and automation that improve the member experience and reduce manual work as Mento grows. The role works closely with Coaching, Marketplace Operations, Partner Success, Coach Recruiting, and Product and Engineering to anticipate demand, improve marketplace operations, and scale partner programs. This is a hands-on builder and operator role, not a traditional support position.

Requirements

At least 5 years of experience in operations, member success, or onboarding at a fast-growing company.
Experience handling operational complexity at meaningful scale.
Experience redesigning complex, high-volume operations using technology and AI to improve efficiency and customer experience, with demonstrable measurable impact.
Ability to anticipate operational problems and design systems to prevent them.
Strong attention to detail, follow-through, and accountability.
Ability to stay calm, organized, and considerate while handling heavy volume and competing priorities.
Fluency with tools such as HubSpot, Zapier, spreadsheets, and AI workflow builders, and the ability to demonstrate implemented automations.
Experience managing and developing a team and establishing clear ownership and accountability.
Interest in coaching and commitment to building at Mento.

Nice To Haves

Experience in B2B2C health or benefits, two-sided marketplaces, coaching or learning platforms, or high-volume recruiting operations.
SQL experience.

Responsibilities

Own the member experience from partner launch and invitation through sign-up, matching handoff, chemistry calls, first session, and ongoing coaching engagement.
Monitor and improve time to first session and activation rate by identifying and addressing points where members stall.
Support and engage a high volume of members across multiple partners and program requirements; identify inactive members and resolve issues.
Build scalable processes for partner launches, nominations, partner and member communications, program administration, and reporting.
Collaborate with Coaching, Coach Recruiting, and Marketplace Operations to understand demand, anticipate capacity needs, improve the member experience, and inform coach recruiting priorities.
Develop automated touchpoints, member nudges, self-service resources, and communication channels using AI and automation tools, including HubSpot and Zapier.
Partner with Product and Engineering to identify platform improvements.
Use data, member feedback, and operational signals to identify friction and risks, recommend solutions, and measure results.
Own member health reporting, including activation, time to first session, engagement, utilization, satisfaction, and at-risk signals.
Collaborate with Partner Success on account health, renewals, and impact reviews, and with Marketplace Operations on shared funnel and matching measures.
Manage and develop the Member Success team, establish ownership and service standards, and create repeatable processes that scale.
Work hands-on in operations, solve problems directly, and continuously reduce manual work.