Remote Customer Success Coach — CSM Training & Performance
Wing Assistant
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Job summary
Wing Assistant is seeking a Customer Success Coach to develop and elevate the performance of our Customer Success Managers. The role combines coaching, QA, and training delivery to equip CSMs for long-term client success.
The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. This position is remote with a US time-zone night shift.
Qualifications
- Experience coaching Customer Success Managers or similar client-facing roles.
- Solid foundation in quality assurance and structured feedback delivery.
- Former BPO trainers with QA background are encouraged to apply.
- Excellent communication and facilitation skills.
- Familiarity with CRMs and coaching tools.
- Willingness to work remote in a hybrid setup and align with US time zone (night shift).
- Must present original coaching/training materials during the hiring process.
Responsibilities
- Coach and mentor CSMs to improve customer satisfaction, retention, and relationship management.
- Conduct quality reviews on customer interactions and provide detailed feedback.
- Develop and deliver coaching plans tailored to performance metrics and team goals.
- Collaborate with leadership on team skill development and training needs.
- Lead training sessions and refreshers to reinforce best practices.
- Maintain standardized coaching documentation and feedback tools.
- Track, report, and analyze coaching effectiveness and performance trends.
Skills
Tools
Job description
Wing Assistant is seeking a Customer Success Coach to develop and elevate the performance of our Customer Success Managers. The role combines coaching, QA, and training delivery to equip CSMs for long-term client success.
The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. This position is remote with a US time-zone night shift.
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