Customer Success Manager - mentorhero
Full time | London (hybrid) | £60,000-£80,000
This role is focused on mentor and mentee experience, not B2B account management. You will own the matching, briefing and delivery of every mentoring relationship on the platform, working directly with individuals rather than managing commercial accounts.
About mentorhero
mentorhero is a global career mentoring platform connecting students, job seekers and career professionals with industry mentors through structured 30 minute virtual sessions. We call it micro-mentoring: short, high value conversations that help people get unstuck in their careers, at scale.
We work with corporate partners and universities to bring mentoring to the people who need it most, and we are building the operational engine that makes every match feel personal, well prepared and genuinely useful.
The Role
You will be our first full time hire and the person responsible for making sure every mentor and mentee on the platform has a great experience, from first conversation to completed session.
This is a senior, autonomous role. There is no team to manage and no one checking your work line by line, so you will need to be comfortable making judgment calls, keeping meticulous records and owning outcomes end to end. We will give you the playbook: the matching approach, briefing templates and communication style. Your job is to run it brilliantly, spot what is not working, and tell us when it needs to change.
Accuracy and follow through matter enormously here. Nothing should fall through the cracks.
What you will be doing
- Speaking directly with mentees to understand their goals and challenges
- Matching mentees with the right mentor based on need, availability and fit
- Creating clear briefings for both mentor and mentee ahead of every session
- Booking sessions into calendars and managing reschedules
- Communicating with mentors and mentees by email throughout the relationship
- Keeping accurate records of every match, including mentor availability and any issues that arise
What this role does not include: commercial negotiations, pricing, contract terms or renewal conversations with corporate partners. Those sit with the founding team. You may occasionally support with partner facing updates, but the core of this role is the mentor and mentee experience.
What we are looking for
- 3 to 5 years experience in customer success, client success or account management
- At least 2 years of that in a startup environment
- A genuine hands on doer who is comfortable rolling up their sleeves in a small, fast moving team where there is no big back office to lean on
- Experience managing two sided relationships, where both parties need separate handling. Background in recruitment, staffing or agency account management is a strong fit
- Highly organised, with a low tolerance for dropped detail or missed follow ups
- Confident written communicator, equally comfortable writing to a mentee in their twenties and a senior industry mentor
- Senior enough to take full ownership without being hand-held, and to flag proactively when something in the process needs to change
The Package
£60,000-£80,000 base salary
Pay: £60,000.00-£80,000.00 per year
Experience:
- 'working in a startup': 2 years (required)
Work Location: Hybrid remote in London SW8
