Customer Success Trainer

Getwingapp; Davao City; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Getwingapp is seeking a Customer Success Coach to enhance the performance of our Customer Success Managers. This role blends coaching, QA, and training delivery to elevate client outcomes.

The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement, and the ability to work in a hybrid setup with a US-night shift schedule. Responsibilities include mentoring, conducting quality reviews, developing coaching plans, and

Qualifications

• Experience coaching CSMs or similar client-facing roles.
• Strong QA background and structured feedback delivery.
• Ability to work in hybrid setup with US night shift.

Responsibilities

• Coach and mentor CSMs to improve customer satisfaction and retention.
• Conduct quality reviews and provide detailed feedback.
• Develop coaching plans tied to performance metrics.
• Lead training sessions and skill refreshers.
• Maintain coaching documentation and feedback tools.
• Track coaching effectiveness and trends.
• Present original coaching materials during hiring.
• Conduct mock training simulations.

Skills

Coaching

Quality assurance

Training delivery

Communication skills

Facilitation

CRM familiarity

Tools

HubSpot

Pipedrive

Stripe

Dialpad

Job description

About the Role:

We are seeking a Customer Success Coach to 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.

• 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
• 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
• Conduct a mock training simulation (live)

This simulation will be used to assess facilitation skills, structure, clarity, and relevance of content.

• Present a self-made presentation deck on the following topics:
• “What is a Customer Success Manager?”
• “How to Be a Successful CSM”

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