Member Success Lead
New
M
MentoCoaching platform
Remote - USFull-TimeLead
SalaryCompetitive salary and equity
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Job Details
- Experience
- 5+ years in operations, member success, or onboarding at a fast-growing company.
- Required Skills
- SQLPeople ManagementHubSpot
Requirements
- Have 5+ years in operations, member success, or onboarding at a fast-growing company.
- Bring experience handling complexity at meaningful scale.
- Have redesigned complex, high-volume operations using technology and AI to improve efficiency and customer experience.
- Be able to explain systems and automations you built and their measurable impact.
- Demonstrate diligence, follow-through, and the ability to manage competing priorities.
- Be fluent with HubSpot, Zapier, spreadsheets, and AI workflow builders.
- Have managed and developed a team and established ownership and accountability.
- SQL experience is a plus.
- Experience in B2B2C health or benefits, two-sided marketplaces, coaching or learning platforms, or high-volume recruiting operations is a strong plus.
Responsibilities
- Own the member journey from partner launch and invitation through sign-up, matching handoff, chemistry calls, and first session.
- Identify where members stall and improve time to first session and activation.
- Support hundreds of members across multiple partners, resolving issues and improving engagement throughout the coaching journey.
- Build scalable processes for nominations, partner and member communications, program administration, and reporting.
- Collaborate with Coaching, Coach Recruiting, and Marketplace Operations to anticipate member demand and capacity needs.
- Create automated touchpoints, nudges, self-service resources, and communication channels using AI and automation tools.
- Partner with Product and Engineering on platform improvements.
- Monitor activation, time to first session, engagement, utilization, satisfaction, and at-risk member signals.
- Manage and develop the Member Success team and establish clear ownership, service standards, and repeatable processes.
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