Customer Success Coach

About the role

We are looking for a Customer Success Coach to elevate the performance of our Customer Success Managers. In this hybrid, night‑shift role you will combine coaching, quality assurance, and training delivery to help CSMs drive long‑term client success.

Key responsibilities

• Coach and mentor Customer Success Managers to improve satisfaction, retention, and relationship management.
• Conduct quality reviews of calls, emails, and task updates, providing detailed feedback.
• Develop and deliver individualized coaching plans aligned with performance metrics and team goals.
• Collaborate with leadership on skill development, training needs, and continuous improvement initiatives.
• 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.

Required profile

• Proven experience coaching Customer Success Managers, Account Managers, or similar client‑facing roles.
• Solid background in quality assurance and structured feedback delivery.
• Former BPO trainer with QA and client‑facing experience is strongly encouraged.
• Excellent communication, facilitation, and coaching abilities.
• Ability to work in a hybrid setup aligned with US night‑shift hours.
• Willingness to present original coaching/training materials during the hiring process.

Required skills

• Familiarity with CRM platforms such as Hubspot and Pipedrive.
• Experience with performance coaching tools and subscription‑support tools like Stripe and Dialpad.

What we offer

• Remote work from anywhere in the Philippines.
• Competitive salary ranging from PHP 50,000 to PHP 70,000 per month.
• Opportunities for professional growth in SaaS and B2B services.