[Hiring] Senior Customer Success Manager @Mento

Role Description

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.

What You'll Own

• 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.

Qualifications

• 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 People Ops buyer cold. This is non negotiable.
• You have sold to or partnered with People leaders, you understand how they think, what they are measured on, and how learning and development decisions actually get made and funded inside a company. A CSM background without this is not a fit for this role.
• You are commercially sharp and relationally excellent, both.
• You treat relationships as the path to revenue, not a substitute for it, and you build trust that a buyer actually feels. You follow up, you drive the relationship, you do not wait to be chased.
• You operate like an owner in ambiguity.
• Early stage experience, comfortable without a complete playbook, perfect data, or a big team. You figure it out and you move.
• You believe in coaching.
• You do not need to be a coach, but you need real conviction about what makes coaching transformational and strong instincts for what good looks like. Coaching experience as a participant or practitioner is a plus.
• You are operationally fluent.
• You build systems around your accounts, you live comfortably in a CRM (HubSpot preferred), and you are as at home in a spreadsheet as you are on a renewal call.

Benefits

• ✈️ Fully remote
• 💰 Competitive senior level salary, variable pay, and equity
• 🏥 Medical, dental, vision, and a 401k plan
• 🌴 Unlimited vacation (we actually mean this)
• 💻 $500 home office stipend
• 👥 Access to your own Mento Coach