Customer Success Coach

About the Role:   We are seeking a Customer Success 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