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Mento · 3 weeks ago

CX Operations Lead

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Mento is a human and AI coaching company focused on enhancing employee performance through personalized coaching and mentorship. As the CX Operations Lead, you will build and optimize systems that ensure exceptional customer experience outcomes while managing operational processes for partner accounts.

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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)

Qualification

HubSpotZapierCRM architectureCustomer successProcess improvementInterpersonal skillsProject managementOrganizational skills

Required

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

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

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

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 discovery calls, onboarding conversations, or relationship management with strong interpersonal skills

Project management and process improvement experience with measurable results

Experience supporting account management or customer success teams through renewals cycles, onboarding programs, or expansion motions

Located where a majority of our partners are: SF, LA, NY