Customer Success Manager

We believe the right connection can change your life - at Mentorloop our mission is to make mentoring mainstream. At a high-growth stage, we're seeking a Customer Success Manager to build out our presence in the Americas, owning our full US & Canada Enterprise book. You'll be a Mentorloop ambassador, a client advocate, and the mentoring sherpa for our customers, helping them to realise the best possible mentoring outcomes for themselves, their companies, and of course their mentors and mentees. 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. You'll be the first dedicated Americas hire on the team, so this role exists specifically to give our US & Canada Enterprise customers a CSM in their own timezone. This opportunity will suit someone senior enough to own a large, high-value Enterprise book independently from day one, who is passionate about delivering an exceptional customer experience, improving existing processes, and who works well within a small, distributed team. You are: An experienced customer success specialist - 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. Motivated to make mentoring magic - 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). Motivated by an entrepreneurial environment - you're a self-starter, can work autonomously, and always keep one eye on the broader vision. Comfortable owning a book independently - 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. Comfortable with technical troubleshooting — confident being a customer's first point of contact for SSO configuration, integration questions, and general platform troubleshooting. Comfortable working async and across timezones - your core customers are in US & Canada, but you'll collaborate regularly with teammates in Australia and Europe. 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. A bit more about us: At Mentorloop we are making quality mentoring more accessible. We are driven to deliver the benefits of mentoring to anyone who seeks them. We realised early that if we wanted to properly execute on this idea, we couldn’t just rely on having a good purpose – we needed to find a way to build a profitable, sustainable business too. That’s why we’re proud to be a certified B Corporation, building a business that’s a force for good in the world. We believe the right connection can change your life. We believe that as a team we’re Greater Than the Sum of Our Parts. We believe in Fun and Done – getting things done and celebrating our wins. We believe in taking opportunities, not being afraid to change, and being Masters of Our Own Destiny. We believe in letting our customers and our community help us build the best possible product. And we believe that when we take a position and back ourselves, amazing things happen. What else? - Salary: $100-110K CAD, commensurate with experience. - Start date: targeting October 2026, subject to notice period. - This is a remote position based in the US or Canada - You'll get an annual learning & development budget. - This role reports to our Director of Customer Growth, based in Europe. - You'll be given the option to participate in our employee stock ownership plan. - You get the day off on your birthday 🥳

The role involves owning the full US and Canada Enterprise portfolio, managing the end-to-end customer lifecycle from onboarding to expansion. Key duties include providing technical consultation for SSO and integrations, optimizing business processes, and driving customer success outcomes.

Candidates must be experienced customer success specialists from a SaaS or professional services background with the ability to work autonomously in a remote, distributed team. Proficiency in technical troubleshooting and experience managing high-value Enterprise accounts independently are required.

• Annual learning & development budget • Employee stock ownership plan • Birthday day off

Identified from the job description. Confirm important requirements above.

• Enterprise Account Management
• Customer Success
• Technical Troubleshooting
• SSO Configuration
• Client Advocacy
• Process Optimisation
• Cross-functional Collaboration
• SaaS
• B2B Relationship Management
• Onboarding
• Customer Expansion
• Async Communication

• Customer Service & Support
• Software
• Sales
• Management & Leadership
• Technology

Minimum experience

5+ years

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level

Application method

Direct apply is available