Customer Success Manager Coach
Wing Assistant
Apply to this job Metro Manila hybrid Until 8/21/2026 First posted April 21, 2026 Last posted April 26, 2026
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.
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
Compensation (from employer):
50000–70000 PHP per-month-salary
About this role
Summary
coach and mentor customer success managers, deliver training, improve performance, conduct quality reviews
Job title
Customer Success Manager Coach
Experience level
Industry
business process outsourcing
Location requirements
must be in metro manila; hybrid work, US night shift allowed
Salary
50000–70000 PHP per-month-salary
Management role
No
Skills & keywords
Required skills
coachingquality assuranceclient-facingcommunicationfacilitationcrms
Preferred skills
saasb2bsubscription supporthubspotpipedrivestripedialpadtraining certifications
Specializations
coachingtrainingcustomer successquality assurance
Locations
Structured locations inferred from the posting.
Unknown location
Hybrid