🕒 2 days ago
Build strategic merchant partnerships by understanding business goals, creating action plans, driving adoption of ShipBob features, monitoring account health, and improving retention, advocacy, and growth.
Customer Success Manager Coach
📅 Apr 21
Customer Success CoachingQuality AssuranceTraining DeliveryPerformance Feedback
📜 Description
- Coach and mentor CSMs to improve customer satisfaction, retention, and relationship management.
- Review calls, emails, and task updates, providing detailed quality feedback.
- Create individualized coaching plans based on performance metrics and team goals.
- Partner with leadership on skill development, training needs, and continuous improvement.
- Lead training sessions and maintain coaching documentation and feedback tools.
- Track coaching effectiveness and analyze performance trends.
🛠️ 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
- Conduct a mock training simulation (live)
Full job description
About the Role:
We're looking for a Customer Success Manager Coach 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.
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
Key Responsibilities
Candidate Requirements
Hiring Requirement – Simulation & Mock Deck
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