CSM Performance Coach & Training Lead

Wing Assistant; Cebu City; Hybrid; PHP 558,000 - 781,000; Full time

Benefits offered by this job

Remote work

US time zone night shift

Job summary

Lever, Inc. is seeking a Customer Success Coach to develop and elevate the performance of our Customer Success Managers. The role blends coaching, QA, and training delivery to ensure CSMs deliver long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. Hybrid work setup with US time zone night shifts is required and original coaching materials must be presented during hiring.

Qualifications

• 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.

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.

Skills

Coaching

Quality Assurance

Facilitation

CRM familiarity

Training delivery

Communication

hybrids/US time zone

HubSpot

Pipedrive

Stripe

Dialpad

Tools

HubSpot

Pipedrive

Stripe

Dialpad

Job description

Lever, Inc. is seeking a Customer Success Coach to develop and elevate the performance of our Customer Success Managers. The role blends coaching, QA, and training delivery to ensure CSMs deliver long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. Hybrid work setup with US time zone night shifts is required and original coaching materials must be presented during hiring.