Business Services, Virtual Assistant Services, Information Technology

Customer Success - Trainer

RemoteRemoteFull TimePosted 2 months ago

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Required skills

Customer Success Managers
CSMs
quality assurance
training delivery
performance improvement
BPO trainers
QA background
customer satisfaction
retention
relationship management

Nice to have

SaaS
B2B services
subscription-based support
Hubspot
Pipedrive
Stripe

Role summary

We are seeking a Customer Success - Trainer to enhance the performance of our Customer Success Managers (CSMs). This role involves coaching, quality assurance, and training delivery to ensure CSMs drive long-term client success. The ideal candidate has experience coaching CSMs or similar client-facing roles, possesses a structured approach to performance improvement, and may have a background as a BPO trainer with strong QA experience. Responsibilities include coaching, conducting quality reviews, developing coaching plans, leading training sessions, and tracking coaching effectiveness. Familiarity with CRMs and performance coaching tools is expected. The role requires a hybrid setup and alignment with US time zones (night shift).

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.

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

Sample Wing Assistant interview questions

1
How have you integrated AI tools into your daily workflow or team operations?
technicalhiring managermedium
2
What specifically excites you about this Team Lead role at Wing Assistant?
cultural fitrecruiter screeneasy
3
How do you ensure high-quality first responses in a fast-paced support environment?
executionrecruiter screenmedium
4
Describe your experience managing SLAs and support metrics
metrics analyticshiring managermedium
5
How do you ensure team coverage, including evenings and weekends, for an 'always-on' support model?
executionhiring managerhard

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