Senior Customer Success Manager

Mento•San Francisco, CA

5d•Remote

About The Position

Mento is on a mission to increase human potential at a global scale and make people, and companies, more successful. We believe coaching is among the most effective tools to unlock transformational growth and continuous improvement, and we believe the future of coaching is human+ai. We're empowering employees at the fastest growing companies, with 5x user growth and 3x revenue growth in the past year. Our partners include Anthropic, Gusto, Hims & Hers, Whatnot, 1Password, Brex, Vercel, and Cox Enterprises. We are a remote first company based in the US with $9.5M raised from leading VCs and angel investors. This is a senior, revenue owning role for someone who is comfortable running a book of business with little ramp. You will own a portfolio of 35 to 45 partner accounts representing $5M to $6M in ARR, our mid market to enterprise partnerships, end to end: implementation, utilization, renewal, and expansion. From day one you are the strategic point of contact for People and L&D leaders at some of the best companies in tech, accountable for retention and growth across the book. This is not a support role and it is not a hold the line role. It is a strategic partnership role in a relational selling business. You will sit across the table from a VP of People, understand what they are accountable to internally, connect coaching outcomes to their business goals, and turn that trust into renewals and expansion. You will work directly with the VP of Customer Experience (who currently owns this book) and alongside our Account Manager, on a separate track of accounts, with real autonomy and real accountability. We are hiring for someone we do not have to teach. If handing you $1M in ARR next week feels like a gift rather than a risk, this is your role.

Requirements

7+ years in customer success or account management at a B2B SaaS or tech company with demonstrated seniority.
Proven experience owning large books of business end-to-end, hitting retention and expansion targets, and managing enterprise and mid-market accounts through full renewal cycles.
Deep understanding of the HR, L&D, and People Ops buyer, including their mindset, metrics, and decision-making processes for learning and development.
Commercial sharpness and relational excellence, treating relationships as a path to revenue and building genuine trust with buyers.
Ability to operate with ownership in ambiguous environments, comfortable without a complete playbook, perfect data, or a large team.
Genuine conviction about the transformational power of coaching and strong instincts for what constitutes good coaching outcomes.
Operational fluency, including building account systems, comfort with CRM (HubSpot preferred), and proficiency in spreadsheets.
Ability to follow up, drive relationships, and not wait to be chased.

Nice To Haves

Coaching experience as a participant or practitioner.

Responsibilities

Own a $5M to $6M book of business, end to end, representing roughly 35 to 45 mid-market and enterprise partnerships, including some of our largest and most strategic accounts. Set the pace, own the number, and own the outcomes.
Drive renewals and expansion, carrying a quarterly revenue target. Lead renewal conversations, spot expansion signals early, build the commercial case, and close deals without waiting for direction. Aim to hold or grow the historical Net Revenue Retention (NRR) of ~140%.
Build durable trust with HR, People Ops, and Learning and Development buyers by speaking their language, understanding their internal pressures, and framing coaching ROI effectively for financial stakeholders.
Manage high-stakes partner touchpoints, including impact reviews, executive business reviews, and difficult conversations (e.g., cost pressure, departed champion, flat renewals) while maintaining positive relationships.
Act as an internal advocate for partners in cross-functional conversations with coaching operations, product, and leadership. Identify, document, and drive resolution for issues impacting the partner or member experience.
Contribute to the development of the customer success playbook by documenting processes, identifying manual or inconsistent tasks, and implementing improvements.