Member Success Lead

Mento • San Francisco, CA

20h • Remote

About The Position

Mento is a remote-first company on a mission to increase human potential and help people and companies become more successful through coaching and human-plus-AI solutions. The Member Success Lead owns the member journey from invitation through onboarding, matching handoff, chemistry calls, first session, and an active coaching relationship. The role is accountable for member-success metrics, especially activation and time to first session, and for building scalable operations that support a growing population of members, coaches, and partners.

This role leads Mento’s Member Success team, including partner and member operations and member support. It works closely with Coaching, Marketplace Operations, Partner Success, Coach Recruiting, and Product and Engineering to improve the end-to-end experience, anticipate demand, and support partners as their coaching programs grow. The Lead will combine hands-on operational leadership with the development of repeatable processes, communication channels, workflows, automation, and reporting. This is a builder and operator position rather than a traditional support role.

Requirements

• At least 5 years of experience in operations, member success, or onboarding at a fast-growing company.
• Experience handling complexity at meaningful scale.
• Experience designing or improving systems for complex, high-volume operations using technology and AI, with measurable results.
• Ability to anticipate operational problems and design systems to address them.
• Strong diligence and follow-through, including reliably closing loops and managing details.
• Ability to remain calm, organized, and kind while handling heavy volume and competing priorities.
• Fluency with tools such as HubSpot, Zapier, spreadsheets, and AI workflow builders, and ability to demonstrate implemented automations.
• Experience managing and developing a team, creating clear ownership and accountability, and helping people operate effectively as a business grows.
• 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 skills.

Responsibilities

• Own the end-to-end member onboarding experience, from partner launch and invitation through sign-up, matching handoff, chemistry calls, and first session.
• Monitor and improve time to first session and activation rate, identifying where members stall and addressing the causes.
• Manage high-volume member success across many members, partners, and program requirements; identify disengaged members and resolve issues.
• Partner with Partner Success to improve program launches, administration, growth, nominations, communications, and reporting while reducing manual work.
• Collaborate with Coaching, Coach Recruiting, and Marketplace Operations to understand demand, anticipate capacity needs, and improve the member experience.
• Build feedback loops that inform coach recruiting priorities, including identifying members and alumni who could become coaches or refer coaching talent.
• Design scalable workflows, automated touchpoints, nudges, self-service resources, and communication channels.
• Use AI and automation tools, including HubSpot and Zapier, and work with Product and Engineering on platform improvements.
• Use data, member feedback, and operational signals to identify friction and risks early, propose solutions, and measure their impact.
• Own member health reporting, including activation, time to first session, engagement, utilization, satisfaction, and at-risk member signals.
• Collaborate 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.
• Remain hands-on in operations, solve problems directly when needed, and continuously reduce manual work while maintaining an exceptional member experience.

Benefits

• Fully remote work with the ability to work from anywhere and bi-annual team offsites.
• Competitive salary and equity.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) plan.
• Unlimited vacation.
• $500 home office stipend.
• Access to a Mento coach.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed