Senior 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 join our Melbourne team.

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.

The role is full time with our tight-knit Melbourne team, working closely with our EMEA Customer Success counterparts, to deliver on Mentorloop’s strategic goals. This opportunity will suit someone passionate about delivering an exceptional customer experience, improving existing processes, and who works well within a small team. We work to a hybrid model, you’ll be working 3 days per week in our Richmond-based office, with the other days remote or in-office - it’s up to you.

Responsibilities:

• Enterprise Account Management - the basics still stand: a lot of this role is providing a world-class Enterprise account management experience for our customers. You’re there to build a relationship, support the customer 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 customers 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 Expansion - you will explore ways to expand Mentorloop uptake within a customer’s organisation, and opportunities for referrals to other potential customers.
• Product Consultation - you will report back to the Australia-based product team to identify actionable insights for the development of the Mentorloop platform, such as aggregating customer feedback, scoping out customisation requests and new feature requests etc.
• Process Optimisation - See room for improvement? Help us develop, optimise and scale processes within the business to allow efficient operation and growth.
• Cross-functional - work with other teams around the business to support Mentorloop in achieving its goals for 2025 and beyond.