Vice President, Human Resources
Acuity
Founding Customer Success Manager
Mento
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Report to the VP of Customer Experience and serve as Mento's first Customer Success Manager
- Manage 40 partner accounts immediately, scaling to 65+ by the end of 2026
- Own partner accounts from program launch through renewal, serving as the trusted advisor to HR leaders and talent development teams
- Conduct and present partner-specific Baseline Reviews and Impact Reviews to demonstrate measurable coaching outcomes and business ROI through data analysis
- Drive expansion revenue by identifying opportunities for additional cohorts, coaching levels, and program extensions; own the contract renewal process
- Build authentic relationships with HR partners and help them champion coaching culture to maximize impact and adoption
- Analyze and monitor member engagement across partner organizations, proactively addressing participation and driving utilization
- Multi-threaded relationship building across HR, talent development, and senior stakeholders
- Align with broader talent strategies to position Mento as an integral partner by creating compelling ROI narratives for executive stakeholders
- Establish CSM best practices, create scalable processes, and build partner success playbooks for HR and talent development audiences
- Work closely with Coaching and Member Experience teams to ensure seamless member-coach-partner experience
- Facilitate partner customizations including goal alignment, cohort launches, reporting preferences, and communication cadences
- Maintain accurate records in HubSpot and all tracking systems for strategic planning and reporting
- Support sales team with HR-focused proof points, case studies, and references; capture market insights based on partner feedback and trends
- Champion AI integration strategically into the CSM role to drive productivity gains and promote technology adoption and workflow transformation
- Serve as voice of the customer internally to ensure partner needs drive strategic decisions
Requirements
- 3+ years in customer success or account management, with proven ability to operate independently
- Experience selling to or partnering with HR leaders and talent development teams
- Track record of driving expansion revenue and managing strategic accounts
- Exceptional ability to build trust quickly with senior stakeholders
- Experience creating executive-level reports and measuring program ROI
- Excellent presentation skills for C-level and HR leadership audiences
- Experience maintaining accurate records in HubSpot and other tracking systems
- Preferred: Background in HR technology, professional services, or coaching/development platforms
- Preferred: Experience in high-growth SaaS or startup environments
- Preferred: Familiarity with leadership coaching, talent development, or employee engagement programs
- Preferred: Track record successfully managing mid-market accounts
- Preferred: Experience with performance measurement and impact analysis
