CSM Trainer & Performance Coach (Hybrid, US Night Shift)

Openkrill; United States; Hybrid; USD 70,000 - 110,000; Full time

Job summary

Openkrill is seeking a Customer Success - Trainer to develop, support, and elevate the performance of our Customer Success Managers. This role blends coaching, QA, and training to ensure CSMs are equipped to drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. Former BPO trainers with QA backgrounds are encouraged to apply.

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 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).
• 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

Feedback delivery

CSM coaching experience

Communication

Facilitation

CRM familiarity

Hybrid work readiness

Tools

Hubspot

Pipedrive

Stripe

Dialpad

Job description

Openkrill is seeking a Customer Success - Trainer to develop, support, and elevate the performance of our Customer Success Managers. This role blends coaching, QA, and training to ensure CSMs are equipped to drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. Former BPO trainers with QA backgrounds are encouraged to apply.