Senior Customer Success Manager

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, with 5x user growth and 3x revenue growth in the past year. Our partners include Anthropic, Gusto, Hims & Hers, Whatnot, 1

Password, 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.

• A $5M to $6M book, end to end. Roughly 35 to 45 mid market and enterprise partnerships, including some of our largest and most strategic accounts. You set the pace, you own the number, you own the outcomes.

• Renewals and expansion. You carry a quarterly revenue target. You lead renewal conversations, spot expansion signals early, build the commercial case, and close, without waiting to be told. Our historical NRR has been ~140% and this person would expect to hold or grow this number.

• The People and L&D relationship. You build durable trust with HR, People Ops, and Learning and Development buyers. You speak their language, you understand their internal pressures, and you know how to frame coaching ROI for someone who has to defend the spend to a CFO.

• High stakes partner touchpoints. You run impact reviews, executive business reviews, and hard conversations (cost pressure, a departed champion, a flat renewal) without losing the room.

• The internal advocacy loop. You represent your partners in cross functional conversations with coaching operations, product, and leadership. When something breaks in the partner or member experience, you flag it, document it, and drive it to resolution.

• The playbook you help write. We are still building. You document what you do, spot what is manual or inconsistent, and make it better. You leave things stronger than you found them.

This is a senior hire. We are looking for the rare combination of scaled CSM operator, strategic partner, and someone who genuinely understands the L&D and People buyer. All three, not two of three.

• 7+ years in customer success or account management at a B2B SaaS or tech company, with real seniority. You have owned large books end to end, carried and hit retention and expansion targets, and managed enterprise and mid market accounts through full renewal cycles. You can point to accounts you grew, not just kept.

• You know the HR, L&D, and…