Customer Success Manager Coach
- Employment
- Full-time
Open to PH only · UTC-8…UTC-3. Set where you work from to check your eligibility.
No BS summary
Customer Success coaching role for someone with prior experience coaching CSMs or similar client-facing staff, strong QA/coaching background, able to work nights in US timezones. Must be Philippines-based/able to work from Philippines hybrid/remote. Familiarity with CRMs (HubSpot, Pipedrive) preferred.
Core skills
Required skills
Optional skills
About the Role:
We are seeking 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.
\n
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.
\n
₱50,000 - ₱70,000 a month
Location: Work-from-Home & Remote
Schedule: US Time Zone (Night Shift)
Starting Salary: Php 50,000 - Php 70,000
\n
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
What you'll do
- 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
What they require
- 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) and present a self-made presentation deck on specified topics
Wing is on a mission to redefine the Future of Work. We are a tech-enabled platform that combines sophisticated AI automation with elite human expertise to help businesses scale seamlessly and place operations on autopilot.M32 AI (backed by top-tier Silicon Valley VCs), dedicated to building agentic AI for traditional service businesses.
What people say about this company
4.6/ 5
- Supportive work environment that encourages employee growth.
- Flexible working hours and remote work options.
- Positive team dynamics and collaboration.