About the Role:
We are seeking a Customer Success Manager Coach to develop, support, and elevate the performance of our Customer Success Managers (CSMs). This role combines coaching, quality assurance, and training delivery to ensure our CSMs are equipped to drive long-term client success.
The ideal candidate has prior experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with a strong QA background are welcome to apply.
Key Responsibilities
Coach and mentor Customer Success Managers (CSMs) to improve customer satisfaction, retention, and relationship management
Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback
Develop and deliver coaching plans tailored to individual performance metrics and team goals
Collaborate with leadership on team skill development, training needs, and continuous improvement
Lead training sessions and skill refreshers to reinforce best practices and performance standards
Maintain standardized coaching documentation and feedback tools
Track, report, and analyze coaching effectiveness and performance trends
Candidate Requirements
Experience coaching Customer Success Managers, Account Managers, or similar roles
Solid foundation in quality assurance and structured feedback delivery
Former BPO trainers with QA and client-facing experience are strongly encouraged to apply
Excellent communication, facilitation, and coaching skills
Familiarity with CRMs and performance coaching tools
Must be able to work in a hybrid setup and align with a US time zone (night shift) schedule
Must present original coaching/training materials during the hiring process
Hiring Requirement – Simulation & Mock Deck
Conduct a mock training simulation (live)
Present a self-made presentation deck on the following topics:
“What is a Customer Success Manager?”
“How to Be a Successful CSM”
This simulation will be used to assess facilitation skills, structure, clarity, and relevance of content.
Preferred Skills:
Background in SaaS, B2B services, or subscription-based support
Familiarity with CS tools like Hubspot, Pipedrive, Stripe, Dialpad
Training or coaching certifications are a plus
