Customer Success - Trainer

OpenKrill; United States; On-site; USD 65,000 - 110,000; Full time

Job summary

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

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

Qualifications

• Experience coaching CSMs or similar client-facing roles.
• Structured feedback delivery and QA background.
• Strong communication and facilitation skills.

Responsibilities

• Coach and mentor CSMs to improve satisfaction, retention, and relationships.
• Conduct quality reviews on calls, emails, and task updates with feedback.
• Develop coaching plans tied to performance metrics and team goals.
• Collaborate with leadership on training needs and continuous improvement.
• Lead training sessions and refreshers to reinforce best practices.
• Maintain coaching docs and feedback tools.
• Track and report coaching effectiveness and trends.

Skills

Coaching skills

Quality assurance

CRM familiarity

Communication

Training delivery

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.

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”

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