Customer Success Coach
Job Description
Key Skills Required
Master these to land this role
Want to know if you're a match for this job?
We are seeking a Customer Success 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
How would you rate this job post?
See what other professionals think about this role.
Similar Opportunities
More Openings at Wing Assistant
Explore Top Companies in this Space
The Back Room
Offshore Staffing & BPO / Accounting & Financial Outsourcing / Virtual Assistant Services / Global Talent Solutions
Assist World
Outsourcing / Virtual Assistant Services / BPO
Coconut VA
Virtual Assistant Services / Global Staffing / Outsourcing
QuickTeam Solutions
Virtual Assistant Services / Offshore Staffing / Business Services
Wing Assistant
View Company ProfileWing Assistant is a fully managed, B2B virtual assistant platform designed for startups, small businesses, and executives. Instead of spending weeks interviewing unreliable freelancers on platforms like Upwork or Fiverr, Wing provides you with a dedicated, highly vetted, and trained Virtual Assistant (VA). They handle everything from tedious administrative tasks, data entry, and inbox management to specialized roles like social media management, graphic design, and sales development. What sets them apart is their proprietary task management software and the fact that every VA is supervised by a dedicated Customer Success Manager to guarantee quality.
Safety First
- Never pay for a job application.
- Do not share sensitive bank info.
- Verify the client before starting work.