Note: The job is a remote job and is open to candidates in USA. Mentorloop is a B Corporation focused on making quality mentoring more accessible through its mentoring platform. The Customer Success Manager will independently manage the US and Canada Enterprise customer portfolio, guiding onboarding, adoption, support, expansion, and technical troubleshooting while improving processes and collaborating across global teams.
Responsibilities
- Enterprise Account Management - you'll own our full US & Canada Enterprise portfolio end to end. You're there to build a relationship, support the client through their onboarding and beyond by answering questions, engaging in regular check-ins and helping them get the most out of their mentoring program
- Customer Success - customer success is always on. You'll work on providing clients with a structured path to success by working closely to understand their motivators and pain points, build a close collaborative relationship, and demonstrate the value of Mentorloop to their businesses
- Customer Support - You’ll be providing top tier customer service, with a focus on responsive, solution-oriented support
- Customer Expansion - you will explore ways to expand Mentorloop uptake within a client organisation, and opportunities for referrals to other potential clients
- Technical Consultation - you'll be the first port of call for technical requests from your Enterprise customers, including SSO setup and configuration, integration questions, and troubleshooting day-to-day platform issues, escalating to Product/Engineering where needed
- Process Optimisation - see room for improvement? Help us develop, optimise and scale processes within the business to allow efficient operation and growth — particularly as we build out our presence in the Americas
- Cross-functional - work with other teams around the business, across timezones, to support Mentorloop in achieving its goals for 2026 and beyond
Skills
- Experience within a tech or SaaS business, or in client/account management role in e.g. creative or digital agencies, professional services, or post-sales care
- You're excited to build the best possible mentoring experience for our customers - both for our clients (B2B) and our end-users (mentors and mentees)
- You're a self-starter, can work autonomously, and always keep one eye on the broader vision
- As our first Americas-based CSM, you'll ramp up with support from the wider team, but you'll be trusted to run your own book, and your own timezone, without day-to-day supervision
- Confident being a customer's first point of contact for SSO configuration, integration questions, and general platform troubleshooting
- Your core customers are in US & Canada, but you'll collaborate regularly with teammates in Australia and Europe
- This is a remote role, based in the US or Canada, working closely with our Melbourne (APAC) and Europe-based Customer Success counterparts to deliver on Mentorloop's strategic goals
Benefits
- Remote position based in the US or Canada
- You'll get an annual learning & development budget.
- You'll be given the option to participate in our employee stock ownership plan.
- You get the day off on your birthday 🥳
Company Overview