CX Operations Lead

About Mento

Mento is a human and AI coaching company with the mission to help people perform their best at work. We’re reinventing how companies develop their talent by pairing them with top operators in their field for 1-on-1 coaching and mentorship, and leveraging AI technology to build a solution that can scale our impact.

We’re empowering the employees at the fastest-growing companies, with 5x user growth and 3x revenue growth in the past year. Our partners include Anthropic, Gusto, Hims & Hers, Whatnot, 1Password, Brex, Vercel, and Cox Enterprises.

About The Role 

As Mento's CX Operations Lead, you'll build the operational backbone that enables our Customer Experience team to deliver exceptional outcomes at scale. This is a systems-building role where you'll transform reactive, manual processes into proactive, automated workflows that drive account health, member satisfaction, and seamless onboarding. You'll own the operational machinery behind renewals, member engagement, and account success – designing the systems, dashboards, and cross-functional processes that help us grow 2-5x while maintaining the personalized, high-touch experience our partners expect. Starting with hands-on execution of critical workflows, you'll evolve the role toward continuous improvement through process optimization, automation, and data-driven decision-making.

Key Responsibilities:

• Own the operational rhythm of customer success – manage renewals tracking and design systems to move accounts toward positive health indicators (high member satisfaction, 100% seat utilization, strong engagement, and renewal readiness)
• Design and execute partner implementation and member onboarding at scale – build seamless, automated onboarding experiences using HubSpot, Zapier, and Slack that feel personalized while reducing manual touchpoints
• Continuously optimize processes – identify bottlenecks, inefficiencies, and opportunities for automation; run experiments to improve speed, accuracy, and scalability across CX operations
• Own day-to-day partner operations – serve as the operational hub for partner accounts, managing ongoing requests, coordinating cross-functional responses, troubleshooting issues, and ensuring seamless communication between partners, members, and internal teams
• Own key member touchpoints – conduct discovery calls with new members to understand their goals and context, facilitate match calls to ensure strong coach-member fit, program extensions, and any member-facing moments that require personal attention and care
• Drive member activation and engagement – proactively reach out to members who are underutilizing coaching, troubleshoot roadblocks, and create accountability for members to get maximum value from their coaching experience
• Partner and Member feedback loops – systematize how member feedback (surveys, NPS, support tickets) gets captured, analyzed, and turned into actionable insights for Product, Coaching, and CX teams
• Vendor and tool management – evaluate, implement, and manage integrations or new tools that improve CX team efficiency (e.g., scheduling tools, survey platforms, communication automation)

You're Excited About This Opportunity Because You…

• Are energized by 0-1 challenges where you build systems from scratch, own your priorities, and make decisions without needing constant direction
• Thrive on process improvement – you see multi-step manual processes and instinctively design structure, automation, and clarity while maintaining the human touch
• Love connecting with people AND building systems – you're equally energized by a great member conversation and by designing the automation that makes those conversations more impactful
• Are highly technical and tool-savvy – you're fluent in HubSpot, Zapier, and CRM architecture; you learn new tools quickly and aren't afraid to roll up your sleeves
• Have a customer-first mindset – you understand that operational excellence ultimately serves better member and partner outcomes, and you balance efficiency with quality
• Move quickly with attention to detail – you ship fast but sweat the small stuff; you know that broken workflows and dropped balls erode trust
• Are highly organized and able to prioritize and juggle multiple tasks
• Love working with partners – you're energized by building trusted relationships with client stakeholders, understanding their organizational goals, and becoming their go-to problem solver

Preferred Qualifications

• 2+ years in customer success, member operations, or customer/revenue operations (preferably at a B2B SaaS or tech company)
• Proven track record in member-facing or client-facing roles in fast moving tech startups – experience conducting discover