Member Success Lead

Mento

. Own the member journey from partner launch and invitation through sign-up, matching handoff, chemistry calls, and first session .

Posted 11/9/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing member success and onboarding processes, utilizing tools like HubSpot and Zapier to enhance operational efficiency. Proven ability to lead teams, improve engagement, and implement scalable solutions in a fast-paced environment.

Highest-signal resume keywords

Member Success ManagementOperations RedesignTeam DevelopmentAutomation ImplementationData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operations ManagementOnboardingProcess ImprovementData AnalysisSQL

Soft Skills

Problem SolvingCollaborationCommunicationLeadership

Tools & Technologies

HubSpotZapierAI Workflow BuildersSpreadsheets

Industry Keywords

B2B2C HealthBenefitsTwo-Sided MarketplacesCoaching PlatformsLearning Platforms

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own the member journey from partner launch and invitation through sign-up, matching handoff, chemistry calls, and first session
Identify onboarding friction and improve time to first session and activation rate
Manage member success for hundreds of members across dozens of partners and program requirements
Resolve member issues and improve engagement throughout the coaching journey
Build scalable partner operations for nominations, communications, program administration, and reporting
Collaborate with Coaching, Coach Recruiting, Marketplace Operations, Partner Success, Product, and Engineering
Build workflows, automated touchpoints, nudges, self-service resources, and communication channels using AI, HubSpot, and Zapier
Use data, member feedback, and operational signals to identify and address risks
Own member health reporting, including activation, time to first session, engagement, utilization, satisfaction, and at-risk signals
Manage and develop the Member Success team
Establish ownership, service standards, and repeatable processes that scale
Operate hands-on while continuously reducing manual work and improving the member experience

Requirements

What you’ll need

5+ years in operations, member success, or onboarding at a fast-growing company
Experience handling complexity at meaningful scale
Experience redesigning complex, high-volume operations using technology and AI
Fluency with tools such as HubSpot, Zapier, spreadsheets, and AI workflow builders
Ability to demonstrate implemented automations
SQL is a plus
Experience managing and developing a team
Background in B2B2C health or benefits, two-sided marketplaces, coaching or learning platforms, or high-volume recruiting operations is a strong plus
Belief in coaching and interest in building at Mento

Benefits

Comp & perks

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
$500 home office stipend
Access to your own Mento Coach
Flexible work location and schedule
Work-life balance
Collaborative workplace culture
Trust-, respect-, and fun-oriented work environment