Member Success Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the member experience from partner initiation and invitation through to sign-up, matching handoff, chemistry calls, and the first session.

• Identify obstacles in onboarding and enhance the speed to the first session as well as the activation rate.

• Oversee member success for hundreds of members across numerous partners and program requirements.

• Address member concerns and boost engagement throughout the coaching experience.

• Develop scalable partner operations for nominations, communications, program management, and reporting.

• Collaborate with teams including Coaching, Coach Recruiting, Marketplace Operations, Partner Success, Product, and Engineering.

• Create workflows, automated touchpoints, nudges, self-service resources, and communication channels utilizing AI, HubSpot, and Zapier.

• Leverage data, member feedback, and operational indicators to recognize and mitigate risks.

• Manage member health reporting, encompassing activation, time to first session, engagement, utilization, satisfaction, and at-risk signals.

• Lead and develop the Member Success team.

• Establish ownership, service benchmarks, and repeatable processes that can be scaled.

• Engage directly while consistently minimizing manual tasks and enhancing the member experience.

⛳️ Requirements

• 5+ years of experience in operations, member success, or onboarding at a rapidly expanding company.

• Proven ability to manage complexity at a significant scale.

• Experience in redesigning intricate, high-volume operations through the use of technology and AI.

• Proficiency with tools such as HubSpot, Zapier, spreadsheets, and AI workflow creators.

• Capability to showcase implemented automations.

• SQL knowledge is an advantage.

• Experience in team management and development.

• A background in B2B2C health or benefits, two-sided marketplaces, coaching or learning platforms, or high-volume recruiting operations is highly desirable.

• A belief in coaching and a passion for contributing to Mento.

🏝️ Benefits

• Fully Remote - the flexibility to work from anywhere, with bi-annual team offsites.

• Competitive salary and equity package.

• Comprehensive medical, dental, vision coverage, and a 401k plan.

• Unlimited vacation policy.

• $500 stipend for home office setup.

• Access to your personal Mento Coach.

• Flexible work location and scheduling options.

• Emphasis on work-life balance.

• Collaborative culture within the workplace.

• A work environment built on trust, respect, and enjoyment.