Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of 35 to 45 mid-market and enterprise partner accounts, generating $5M to $6M in ARR from start to finish.

• Oversee the implementation, utilization, renewal, and expansion within the account portfolio.

• Act as the key strategic contact for People and L&D leaders.

• Lead renewal discussions, pinpoint expansion opportunities, create the commercial rationale, and finalize agreements.

• Establish strong, trusting relationships with HR, People Ops, and Learning and Development purchasers.

• Articulate coaching ROI in relation to customer business objectives and internal budget accountability.

• Conduct impact assessments, executive business reviews, and navigate challenging commercial dialogues.

• Advocate for partners in cross-functional meetings involving coaching operations, product management, and leadership.

• Identify, document, and resolve partner or member experience challenges.

• Document workflows, highlight manual or inconsistent processes, and enhance the operational playbook.

• Collaborate directly with the VP of Customer Experience and work alongside the Account Manager with a focus on autonomy and accountability.

⛳️ Requirements

• A minimum of 7 years in customer success or account management within a B2B SaaS or technology firm, demonstrating significant seniority.

• Proven experience managing large business portfolios from start to finish.

• Track record of achieving retention and expansion objectives.

• Experience overseeing enterprise and mid-market accounts throughout complete renewal cycles.

• Proven capability to grow accounts beyond mere retention.

• Direct experience collaborating with or selling to HR, L&D, or People Ops stakeholders.

• Understanding of the responsibilities, metrics, and internal decision-making and funding processes of People leaders.

• Commercial acuity and strong relationship-building skills.

• Ability to function independently in uncertain and early-stage settings without a comprehensive playbook, perfect data, or a large team.

• Genuine belief in the transformative power of coaching and instinct for quality.

• Operational expertise, including account system development and proficiency in using a CRM.

• HubSpot experience is preferred.

• Comfortable with spreadsheets.

• Coaching experience as a participant or practitioner is a plus, though not mandatory.

🏝️ Benefits

• Fully remote work environment.

• Competitive salary at the senior level.

• Variable compensation.

• Equity options.

• Comprehensive medical insurance.

• Dental coverage.

• Vision insurance.

• 401k retirement plan.

• Unlimited vacation policy.

• $500 stipend for home office setup.

• Access to a personal Mento Coach.

• Commitment to work-life balance.

• Flexible working arrangements: "we don’t mind when, where, or how you work" as long as tasks are completed and team accountability is maintained.