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
Requirements
- Experience coaching Customer Success Managers, Account Managers, or similar roles
- Solid foundation in quality assurance and structured feedback delivery
- 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
Nice to Have
- Former BPO trainers with QA and client-facing experience are strongly encouraged to apply
- 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
Additional Information
- Must be able to work in a hybrid setup
- Must align with a US time zone (night shift) schedule
