Senior Customer Success Manager

Mento•San Francisco, CA

4d•Remote

About The Position

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 real seniority.
Proven experience owning large books of business end to end, carrying and hitting retention and expansion targets, and managing enterprise and mid market accounts through full renewal cycles.
Demonstrated ability to grow accounts, not just maintain them.
Deep understanding of the HR, L&D, and People Ops buyer, including how they think, what they are measured on, and how learning and development decisions are made and funded.
Commercial sharpness and relational excellence; treating relationships as the path to revenue and building genuine trust.
Proactive follow-up and relationship driving, not waiting to be chased.
Ability to operate like an owner in ambiguity, comfortable without a complete playbook, perfect data, or a large team.
Belief in coaching and strong instincts for what good coaching looks like.
Operational fluency, including building systems around accounts, comfort with CRM (HubSpot preferred), and proficiency in spreadsheets.
Coaching experience as a participant or practitioner is a plus.

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 for renewals and expansion, carrying a quarterly revenue target.
Lead renewal conversations, spot expansion signals early, build the commercial case, and close deals without waiting to be told.
Build durable trust with HR, People Ops, and Learning and Development buyers, speaking their language, understanding their internal pressures, and framing coaching ROI for CFOs.
Run high stakes partner touchpoints including impact reviews, executive business reviews, and difficult conversations (cost pressure, departed champion, flat renewal) without losing the room.
Act as an internal advocate, representing partners in cross-functional conversations with coaching operations, product, and leadership, flagging, documenting, and driving partner experience issues to resolution.
Contribute to the playbook by documenting processes, spotting manual or inconsistent elements, and driving improvements.