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.

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 customers (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.
• Revenue-focused - you enjoy being exposed to (and contributing to) B2B sales, product development, financial planning - basically everything it takes to start and grow a business.
• Ready to be an active participant in APAC’s start-up community.

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.

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 offered is $100-$125K + Super, commensurate with experience.
• Start in June 2025.
• Our head office is located in Richmond, Victoria, and we operate a hybrid model, where Melbourne-based team members are in the office a minimum of two days per week.
• You'll get an annual learning & development budget.
• This role reports to our EU-based Head of Customer Growth.
• You'll be given the option to participate in our employee stock ownership plan.
• You get the day off on your birthday 🥳