Customer Success - Trainer

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”** - This simulation will be used to assess facilitation skills, structure, clarity, and relevance of content.