Mento

Research Scientist

• Providing 1:1 coaching to Mento members through virtual sessions using the Mento Platform and Tools
• Participating in ongoing training sessions to improve coaching abilities and skills
• Communicating with members via your Mento email or via chat in the Mento App in between sessions
• Being an integral member of the Mento coaching community by sharing coaching tools and insights
• Acting with kindness, respect, and empathy as an ambassador of the Mento community

Research Engineer/Research Scientist

Account Manager

• Own day-to-day account management – serve as the operational point of contact for partner accounts, managing ongoing requests, coordinating cross-functional responses, troubleshooting issues, and ensuring seamless communication between partners, members, and internal teams
• Partner cross-functionally with coaching operations, product/engineering, sales, and leadership teams to surface partner needs, resolve blockers, and improve the member experience – you'll be the voice of the partner internally and drive alignment across stakeholders
• Design and execute partner-specific programs that drive engagement, prove ROI, and differentiate Mento's coaching experience
• Own the operational rhythm of partner 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)
• Drive engagement and utilization for partners – proactively reach out to partners, members, coaches, and internal stakeholders to drive adoption, troubleshoot member roadblocks, and ensure high engagement rates that demonstrate program value to partner stakeholders
• Build and maintain partner-facing documentation (program guides, playbooks, FAQs) and internal operations manuals to ensure consistency and scalability
• Identify opportunities for program expansion and collaborate with Partner Success to close expansion deals

Operations

• Own coach-member marketplace KPIs and use data to drive continuous improvement: match quality, time-to-match, coach utilization, member satisfaction, coach satisfaction, matching efficiency and cost.
• Develop and execute the strategy to move Mento’s matching from human-powered to AI-augmented within 3–4 months.
• Own and optimize the full member journey and enable transition from a hands-on member experience to a high-touch, personalized experience that can scale.
• Design experiments to measure model performance vs. human decisions: accuracy, match quality, failure modes, and edge cases.
• Lead with an experimentation mindset – constantly piloting tools, testing solutions, and running experiments that increase efficiency and improve outcomes without sacrificing personalization.
• Maintain deep knowledge of member personas and coach profiles (specializations, styles, capacity) to inform both manual and algorithmic matching decisions.

Marketplace Product, Operations

• 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)

CX Operations Lead

Frontend Engineer

• Build AI-focused user interfaces.
• Own the frontend architecture and component library.
• Create responsive, accessible experiences.
• Collaborate on product design and user research.
• Integrate with backend APIs and real-time systems.
• Ship features end-to-end.

Research Engineer/Research Scientist

Account Manager

Marketplace Product, Operations

CX Operations Lead

Frontend Product Engineer