Customer Success Coach - Trainer

📋 Description

• Coach and mentor CSMs to boost satisfaction, retention, and relationships
• Conduct quality reviews of calls, emails, and tasks; provide detailed feedback
• Build and deliver coaching plans aligned to metrics and goals
• Collaborate with leadership on skill development and continuous improvement
• Lead training sessions and refreshers to reinforce best practices
• Maintain standardized coaching docs and feedback tools; track effectiveness

🎯 Requirements

• Experience coaching CSMs, Account Managers, or similar roles
• Solid foundation in quality assurance and structured feedback
• Former BPO trainers with QA and client-facing experience encouraged
• Excellent communication, facilitation, and coaching skills
• Familiarity with CRMs and performance coaching tools
• Hybrid work setup and US time zone (night shift)

🎁 Benefits

• 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