CX Operations Lead
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Job Description
CX Operations Lead at Mento transforming customer experience operations through automation and data-driven workflows. Focused on systems-building and driving member engagement for scalable growth.
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)
Requirements:
- 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
Benefits:
- Fully Remote - ability to work from anywhere with bi-annual team offsites
- Competitive salary and equity
- Medical, dental, vision, and a 401k plan
- Unlimited vacation (We actually mean this! it's important to keep yourself fresh)
- $500 home office stipend
- Access to your own Mento Coach
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