Member Success Lead

The role

You will own the member journey from invitation to active coaching relationships. You will lead the Member Success team and build scalable systems, workflows, and playbooks to manage high-volume operations.

What you will do

• Own member onboarding from partner launch through the first session
• Manage member success at volume across dozens of partners
• Build scalable processes for partner operations and program administration
• Collaborate with Coaching, Coach Recruiting, and Marketplace Operations
• Turn manual work into scalable workflows using AI and automation tools
• Use data and feedback to spot friction and risks before they become escalations
• Own member health reporting including activation, engagement, and satisfaction
• Manage and develop the Member Success team

Required qualifications

• 5+ years in operations, member success, or onboarding at a fast-growing company
• Experience building systems that scale
• Experience redesigning complex, high-volume operations using technology and AI
• Experience managing and developing a team
• Fluency with tools such as HubSpot, Zapier, spreadsheets, and AI workflow builders

Nice to have

• Backgrounds in B2B2C health or benefits, two-sided marketplaces, coaching or learning platforms, or high-volume recruiting operations
• SQL

Benefits

• Fully Remote
• Bi-annual team offsites
• Competitive salary and equity
• Medical, dental, vision, and a 401k plan
• Unlimited vacation
• $500 home office stipend
• Access to your own Mento Coach

About the company

Mento is a remote first company based in the US that aims to increase human potential through coaching. Their partners include Anthropic, OpenAI, Doordash, Databricks, Gusto, Airbnb, and 1Password.