Trainer - Customer Success
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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”
- 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
Skills
As published by lever · 23 questions · 3 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn Profile URL
Short answers (7)
- Current Monthly Salary/Compensation (USD)
- Expected Monthly Salary/Compensation (USD)
- Current Location (City, Country)
- Who referred you to this position? Enter their first and last name here. optional
- Website, blog or portfolio:
- What is your expected salary? (Philippine Pesos)
- What is your current location?
Pick from a list (13)
- What is your current availability to start? optional
- What experience level do you have for this position? optional
- How did you hear about this job? optional
- Have you worked for Wing Assistant before?
- . Are you available to work during the US timezone required for this position?
- Wing Assistants are enrolled in a screen monitoring program for Quality Assurance purposes. Are you okay with this arrangement?
- Are you open to helping clients with standard virtual assistant/admin tasks in addition to the specialized tasks associated with this role?
- Would you be willing to make phone calls on behalf of the client, as needed, if required?
- Are you willing to take on additional responsibilities and allow your role to evolve based on your skillset, previous experience, and the needs of the client to ensure a successful working relationship?
- Which industries have you worked in? (Select all that apply.) optional
- Are you currently employed or working on any projects?
- What is your notice period?
- Are you amenable to work on US hours?
Written answers (3)
- Desired salary per month (in your local currency):
- Paste a brief Loom/Gdrive video link describing your experience coaching Customer Success Managers/Account Managers. Failure to submit one will result to the disqualification of your application.
- Have you coached/trained Customer Success Managers/Account Managers? If yes, specify which roles?