Client Success Manager

📋 Description

• Coach and mentor CSMs to improve satisfaction, retention, and relationships
• Conduct quality reviews on customer interactions and provide detailed feedback
• Develop and deliver coaching plans aligned to performance metrics
• Collaborate with leadership on team skill development and training needs
• Lead training sessions and refreshers to enforce best practices
• Maintain standardized coaching docs and feedback tools

🎯 Requirements

• Experience coaching Customer Success Managers, Account Managers, or similar roles
• Strong foundation in quality assurance and structured feedback delivery
• Former BPO trainers with QA and client-facing experience are 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)