Own your portfolio. Manage a defined set of partner accounts across the full lifecycle: implementation, kickoff, utilization, baseline and impact reviews, renewal, and expansion. You set the pace and you own the outcomes.
Drive utilization and engagement. Proactively reach out to partners, members, and internal stakeholders to ensure seats are filled, members are active, and programs are delivering value. You don't wait for problems to surface, you spot them early and act.
Lead renewals and expand revenue. Own renewal conversations for your accounts. Identify expansion signals, build the case for growth, and work with leadership to close. You'll have quarterly revenue targets and a direct line to hitting them.
Run high-quality partner touchpoints. Facilitate impact reviews, onboarding calls, and business reviews that make the ROI clear and the relationship stronger. You know how to frame results for a VP of People and how to handle a hard conversation without losing the room.
Build the internal case for your partners. Represent your partners in cross-functional conversations with coaching operations, product, and leadership. When something is broken in the partner or member experience, you flag it, document it, and follow it through to resolution.
Improve the systems you inherit. Document what you're doing, identify what's manual or inconsistent, and propose improvements. We're still building the playbook — you'll help write it.

6-10 years in customer success or account management at a B2B SaaS or tech company
Owned accounts end to end, run renewals independently, and have a track record of hitting retention and expansion targets
Worked with HR, L&D, or People Ops stakeholders
Understand how these buyers think, what they're accountable to internally, and how to build the kind of trust that leads to multi-year partnerships
Commercially oriented
Operationally sharp
Fluent in CRM tools (HubSpot preferred), comfortable with automation
Understand what makes coaching transformational
Genuinely care about the member experience and have strong instincts for what good looks like
Operate with high ownership in ambiguous environments
Worked at an early-stage company and know what it means to figure things out without a complete playbook, perfect data, or a large team behind you

Mento is hiring a Mid-Market Customer Success Manager