Member Success Lead

About Mento

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.. Our partners include Anthropic, OpenAI, Doordash, Databricks, Gusto, Airbnb, 1Password, among others.. We are a remote first company based in the US backed by leading VCs and angel investors.

About the Role

Every member who joins Mento should get matched, onboarded, and into their first session quickly, and feel looked after the whole way through. Today that takes a lot of human effort. We have hundreds of members onboarding at any given time, and that number keeps climbing as our business grows. As we scale to thousands of members and coaches, systems have to carry that load.

You’ll own member success at Mento, and onboarding is the first and biggest problem you’ll solve. You’ll own the member journey from invite to first session to an active coaching relationship, and the metrics that show whether it’s working. You’ll run high-volume operations while building the playbooks, workflows, and channels that let us grow without adding headcount at the same rate.

You’ll also play a critical role in helping Mento scale as a two-sided marketplace. Our members, coaches, and partners are closely interconnected. You’ll work across Coaching, Marketplace Operations, and Partner Success to anticipate demand, improve the experience, and build systems that make it easier for our partners to bring coaching to increasingly large populations.

You’ll lead our Member Success team, including partner and member operations, and work closely with our Marketplace Operations Lead (who owns matching and coach capacity), Partner Success (who owns commercial partner relationships), Coach Recruiting, and Product and Engineering.

This is not a traditional support role. We’re looking for a builder and operator who has run high-volume operations, knows what great looks like because they’ve built it before, and can lead the team and systems that support our next stage of growth.

What You’ll Own

• Member onboarding, end to end. Own the member experience from partner launch and invitation through sign-up, matching handoff, chemistry calls, and first session. Find where members stall, understand why, and fix it. Time to first session and activation rate are your numbers; Marketplace Operations owns the matching engine and coach capacity.

• Member success at volume. Keep hundreds of members moving across dozens of partners and different program requirements. Catch members going quiet, resolve issues quickly and completely, and improve engagement throughout their coaching journey.

• Partner operations at scale. Work closely with Partner Success to make it dramatically easier for customers to launch, administer, and grow coaching programs. Build scalable processes for nominations, partner and member communications, program administration, and reporting, reducing manual work as programs expand.

• Marketplace collaboration. Partner closely with Coaching, Coach Recruiting, and Marketplace Operations to understand member demand, anticipate capacity needs, and improve the end-to-end experience. Build feedback loops that inform coach recruiting priorities, including identifying members and alumni who could become future coaches or refer exceptional coaching talent.

• The systems behind the experience. Turn manual, high-touch work into workflows that scale: automated touchpoints, smarter nudges, better self-service resources, and effective communication channels. Build with AI and automation tools (including HubSpot and Zapier) and partner with Product and Engineering on what needs to be built in the platform.

• Staying ahead of problems. Use data, member feedback, and operational signals to spot friction and risks before they become escalations. Come with a point of view about what to fix and how to measure whether it worked.

• Member health reporting. Own activation, time to first session, engagement, utilization, satisfaction, and at-risk member signals. Partner Success relies on this intelligence for account health, renewals, and impact reviews. Collaborate with Marketplace Operations on shared funnel and matching measures.

• The team and the playbook. Manage and develop the Member Success team, including partner/member operations and member support. Establish clear ownership, service standards, and repeatable processes that scale with the business.

You’ll be hands-on in the operation while building the systems that make it increasingly scalable. We expect you to understand the details, solve problems directly when needed, and continuously reduce the manual work required to deliver an exceptional member experience.

Who We’re Looking For

• 5+ years in operations, member success, or onboarding at a fast-growing company. Backgrounds in B2B2C health or benefits, two-sided marketplaces, coaching or learning platforms, or high-volume recruiting operations are a strong plus. You’ve handled complexity at meaningful scale.

• You’ve built systems that scale. You’ve redesigned complex, high-volume operations using technology and AI to improve efficiency and the customer experience. You can explain what you built, how you built it, and the measurable impact.

• You’ve been a step ahead. You’ve worked inside a well-run operation at scale and know what good looks like. You anticipate problems and design better systems rather than just reacting to the queue.

• You are deeply diligent and responsible. You follow every thread through and close loops without reminders. People trust you with the details because you get them right.

• You don’t get rattled. You’ve had hard jobs with heavy volume and competing priorities, and you stayed calm, organized, and kind.

• You build with AI. You’re fluent with tools such as HubSpot, Zapier, spreadsheets, and AI workflow builders, and can demonstrate automations you’ve implemented. SQL is a plus.

• You’re a strong people leader. You’ve managed and developed a team, created clear ownership and accountability, and helped people operate more effectively as the business grew.

• You want to be at Mento. You believe in coaching and what it can do for people, and you want to build something here, not pass through.

Why Work with Us

• We are a company dedicated to empowering professionals to live meaningful careers. That starts with our culture at Mento.

• You’re excited about being part of a team crafting novel ways for people, teams, and companies to unlock their performance and growth.

• We work hard to foster a workplace built around trust, respect, collaboration, and fun. We believe feeling comfortable and safe at work is critical to creativity and productivity. Work-life balance should be your right, not your reward. As long as you are getting your work done and being accountable to teammates, we don’t care when, where, or how you work.

• We are a highly collaborative environment where every team member plays a critical role in building our products, shaping our culture, and growing our business.

• We strongly believe diversity of experience, perspectives, and background leads to a better environment for our employees and a better product for users. If you’re passionate about helping more people feel and perform their best at work, we want to hear from you.

Benefits

✈️ Fully Remote - ability to work from anywhere with bi-annual team offsites

💰 Competitive salary and equity

🏥 Medical, dental, vision, and a 401k plan

🌴 Unlimited vacation (We actually mean this! it's important to keep yourself fresh)

💻 $500 home office stipend

👥 Access to your own Mento Coach