Member Success Lead — Remote, Scalable Coaching Ops

Mento; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Fully Remote

Competitive salary and equity

Medical, dental, vision, and a 401k

Unlimited vacation

$500 home office stipend

Access to your own Mento Coach

Job summary

Mento is seeking a seasoned Member Success lead to own the onboarding journey and scale our member experience from invite to first coaching session. You’ll build playbooks, workflows, and channels to grow without headcount, working across Coaching, Marketplace Operations, Partner Success, and Product.

You’ll lead a high‑volume operation, design scalable processes with AI, and measure activation, engagement, and satisfaction to reduce manual work while preserving a human touch.

Qualifications

• 5+ years in operations, member success, or onboarding at a fast-growing company.
• Backgrounds in B2B2C health or benefits, two-sided marketplaces, coaching or learning platforms, or high-volume recruiting operations.
• Built scalable systems using technology and AI; can explain the measurable impact.
• You’ve worked inside a well-run operation at scale and you anticipate problems and design better systems.
• You build with AI; fluent with HubSpot, Zapier, spreadsheets, and AI workflow builders; SQL is a plus.
• You’re a strong people leader; managed and developed a team with clear ownership.
• You want to be at Mento; you believe in coaching.

Responsibilities

• Member onboarding end to end. Own the member experience from partner launch and invitation through sign-up, matching handoff, chemistry calls, and first session.
• Member success at volume. Keep hundreds of members moving across dozens of partners and different program requirements.
• Partner operations at scale. Build scalable processes for nominations, partner and member communications, program administration, and reporting.
• Marketplace collaboration. Work with Coaching, Coach Recruiting, Marketplace Operations to understand demand and capacity.
• The systems behind the experience. Turn manual work into scalable workflows using automation tools.
• Staying ahead of problems. Use data and feedback to spot friction and know what to fix.
• Member health reporting. Own activation, time to first session, engagement, utilization, and at-risk signals.
• The team and the playbook. Develop the Member Success team with clear ownership and standards.

Skills

Operations leadership

High-volume operations

AI tools fluency

People management

HubSpot experience

Tools

HubSpot

Zapier

SQL

AI workflow builders

Job description

Mento is seeking a seasoned Member Success lead to own the onboarding journey and scale our member experience from invite to first coaching session. You’ll build playbooks, workflows, and channels to grow without headcount, working across Coaching, Marketplace Operations, Partner Success, and Product.

You’ll lead a high‑volume operation, design scalable processes with AI, and measure activation, engagement, and satisfaction to reduce manual work while preserving a human touch.