Customer Success Coach

2 hours, 38 minutes ago
Full-time
Mid Level
Customer and Technical Support
Wing Assistant

Wing Assistant

Wing Assistant: Your dedicated assistant for businesses and executives, offering affordable support for essential tasks to drive business growth.

Professional Services
51-250
Founded 2017
$2M raised

Description

  • Coach and mentor Customer Success Managers to improve customer satisfaction, retention, and relationship management.
  • Conduct quality reviews of customer interactions, including calls, emails, and 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 initiatives.
  • 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 client-facing 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 or training materials during the hiring process.
  • Must conduct a live mock training simulation during the hiring process.
  • Must present a self-made presentation deck on 'What is a Customer Success Manager?' and 'How to Be a Successful CSM.'
  • Background in SaaS, B2B services, or subscription-based support is preferred.
  • Familiarity with CS tools like HubSpot, Pipedrive, Stripe, and Dialpad is preferred.
  • Training or coaching certifications are a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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