Startup Customer Success Manager
New York, NY
Full Time
Entry Level
Startup Customer Success Manager
Location: Hybrid (NYC-based) | Type: Full-Time
About Superpower Mentors
Superpower Mentors is building the most personalized mentorship platform for neurodiverse youth and young adults. We match mentees with ADHD, autism, dyslexia, and other learning differences to mentors who share not only those lived experiences but also similar personal interests. We are looking for passionate, energetic go-getters to join our fast paced team.Have the opportunity to grow a company that delivers real impact every day. With over 12,000 sessions completed, we’re scaling a model that works, and we’re just getting started.
Are you ready to change lives? Join our mission to empower the next generation of neurodiverse thinkers to confidently succeed in any environment.
The Role
As a Customer Success Manager, you'll be the frontline of family engagement, responsible for delivering an outstanding mentorship experience. You’ll own the onboarding and ongoing support for families and mentees by helping to ensure that every touchpoint is personalized, responsive, and mission-aligned.You'll assist in mentor-mentee matching, provide program-level oversight, and help identify process improvements that enhance satisfaction and retention. You'll also act as a first responder when issues arise through constantly active listening and problem-solving with empathy and agility.
Key Responsibilities
- Serve as the main point of contact for enrolled families and mentees throughout their mentorship journey
- Execute onboarding and orientation processes for new mentees and their families
- Support the Head of Customer Success in mentor matching and engagement logistics
- Track and improve client satisfaction and retention through proactive service and follow-up
- Collaborate with sales, marketing, and mentor hiring teams to ensure smooth handoffs and coordinated efforts
- Solve problems quickly and thoughtfully, escalating when needed
- Gather feedback and identify opportunities to make the customer experience more efficient
- Document and manage tasks using tools like Notion, Airtable, or other project management platforms
- Maintain organized records and communication logs for each family
What We're Looking For
- 2–5 years in client-facing roles such as customer service, family support, or education
- Strong emotional intelligence, empathy, and active listening skills
- Excellent written and verbal communication
- Proven ability to stay organized and juggle multiple priorities in a fast-moving environment
- Demonstrated alignment with our mission: whether through lived experience, values, or professional interest
- Experience with tools like HubSpot, Airtable, Slack, Notion, etc. is a plus
- Background in education, nonprofit, coaching, or social services is a strong plus
- Familiarity with project management is helpful, but not required
Why Superpower Mentors?
- Work at a mission-driven startup with deep impact
- Help reimagine mentorship for youth who need it most
- Join a small but mighty team that moves fast and builds with care
- Full-time role with flexibility, growth opportunity, and close mentorship from leadership
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