Customer Success Coach - Trainer

Wing Assistant; Makati; Sur place; PHP 558 000 - 781 000; Plein temps

Résumé du poste

Lever, Inc. is seeking a Customer Success Coach - Trainer to elevate the performance of our CSMs through coaching, QA, and targeted training programs. The role requires coaching experience, strong QA background, and the ability to deliver structured feedback in a hybrid setup with US night hours.

The candidate will develop coaching plans, mentor CSMs, and collaborate with leadership on skill development while maintaining coaching documentation and analyzing trends to drive improvement.

Qualifications

• Experience coaching Customer Success Managers or similar roles.
• Solid 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).
• Must present original coaching/training materials during the hiring process.

Responsabilités

• Coach and mentor 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.
• Conduct a mock training simulation (live) and present a self-made deck on 'What is a Customer Success Manager?' and 'How to Be a Successful CSM'.

Connaissances

Coaching

Quality Assurance

Training

CRM tools

Communication

Outils

Hubspot

Pipedrive

Stripe

Dialpad

Description du poste

About the Role:

We're looking for a Customer Success Coach - Trainerto develop, support, and elevate the performance of our Customer Success Managers (CSMs). This role combines coaching, quality assurance, and training delivery to ensure our CSMs are equipped to drive long-term client success.

The ideal candidate has prior experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with a strong QA background are welcome to apply.

Key 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

Candidate Requirements

• 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

Hiring Requirement – Simulation & Mock Deck

• Conduct a mock training simulation (live)
• Present a self-made presentation deck on the following topics:
• "What is a Customer Success Manager?"
• "How to Be a Successful CSM"
• This simulation will be used to assess facilitation skills, structure, clarity, and relevance of content.

₱50,000 - ₱70,000 a month

Location: Hybrid (Work-from-Home & Onsite)

Schedule: US Time Zone (Night Shift)

Starting Salary: Php 50,000 - Php 70,000

Preferred Skills

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