Customer Success - Trainer

Getwingapp
Makati
RemoteCareer-pivot friendly

Who this role is best for

Strong fit for former BPO trainers who coach client-facing teams and align with US time zones, who develop and deliver structured training programs.

Best fit for

  • Former BPO trainers with QA and client-facing experience who can create original training materials
    — “Former BPO trainers with a strong QA background are welcome to apply”
  • Candidates with a track record of coaching CSMs or similar roles and delivering structured feedback
    — “The ideal candidate has prior experience coaching CSMs or similar client-facing roles”
  • Individuals skilled in CRM tools and performance coaching platforms with a focus on customer satisfaction
    — “Familiarity with CS tools like Hubspot, Pipedrive, Stripe, Dialpad”

Things to consider

  • Must be prepared for night shifts to align with the US time zone schedule
    — “Must be able to work in a hybrid setup and align with a US time zone (night shift) schedule”
  • The role requires original training materials to be presented during the hiring process
    — “Must present original coaching/training materials during the hiring process”

How to stand out

  • Highlight experience in developing and delivering structured coaching plans for CSMs
    — “Develop and deliver coaching plans tailored to individual performance metrics and team goals”
  • Showcase your ability to provide detailed feedback on customer interactions
    — “Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback”
  • Emphasize your background in quality assurance and structured feedback delivery
    — “Solid foundation in quality assurance and structured feedback delivery”
  • Demonstrate your ability to analyze performance trends and report on coaching effectiveness
    — “Track, report, and analyze coaching effectiveness and performance trends”
Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · TeamLevel · Mid

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • improved customer satisfaction
  • increased retention
  • team skill development
Typical background
customer success managementaccount managementquality assurance

Skills & requirements

Required

CoachingQuality AssuranceTraining DeliveryPerformance ImprovementCustomer Success Management

Preferred

CRM ToolsCS ToolsTraining Certifications

Stack & domain

Quality AssuranceCoachingTraining DeliveryCommunicationFacilitationCoaching SkillsCustomer SuccessCSM

About the role

Original posting from Getwingapp via Lever

About the Role:

We're looking for a Customer Success Coach - 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.

Compensation:

Location: Hybrid/Remote, preference Hybrid

Schedule: US Time Zone (Night Shift)

Starting Salary: Php 50,000 - Php 70,000

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

Source: Getwingapp careers (Lever)

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