Customer Success - Trainer

Getwingapp; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Getwingapp is seeking a Customer Success - Trainer to elevate the performance of our CSMs. You will coach, mentor, and assess quality to drive client success across accounts.

Ideal candidates have prior coaching experience in BPO or SaaS environments, with strong facilitation and presentation skills. This role offers a hybrid schedule and alignment with US time zones as needed.

Qualifications

• Experience coaching CSMs or similar client-facing teams.
• Strong QA background and structured feedback delivery.
• Excellent communication and facilitation skills.

Responsibilities

• Coach and mentor CSMs to improve customer satisfaction, retention, and relationship management.
• Conduct quality reviews on calls, emails, and task updates with detailed feedback.
• Develop and deliver coaching plans aligned with individual metrics and team goals.
• Collaborate with leadership on training needs and continuous improvement.
• Lead training sessions and refreshers to reinforce best practices and standards.
• Maintain standardized coaching documentation and feedback tools.
• Track, report, and analyze coaching effectiveness and trends.

Skills

Coaching

Quality assurance

Facilitation

Education

Training certifications

Tools

HubSpot

Pipedrive

Stripe

Dialpad

Job description

About the Role:

We're looking for a Customer Success - Trainer 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)
• 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.

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