Customer Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Guide and mentor Customer Success Managers (CSMs) to enhance customer satisfaction, retention, and relationship management.

• Perform quality assessments on customer interactions (calls, emails, task updates) and offer comprehensive feedback.

• Create and implement coaching plans customized to individual performance metrics and team objectives.

• Work in partnership with leadership on team skill enhancement, training requirements, and ongoing improvement initiatives.

• Facilitate training sessions and skill refreshers to reinforce best practices and performance benchmarks.

• Ensure the maintenance of standardized coaching documentation and feedback instruments.

• Monitor, report, and evaluate the effectiveness of coaching and performance trends.

⛳️ Requirements

• Proven experience in coaching Customer Success Managers, Account Managers, or comparable roles.

• Strong background in **quality assurance** and structured feedback provision.

• Previous BPO trainers with QA and client-facing experience are highly encouraged to apply.

• Exceptional communication, facilitation, and coaching abilities.

• Knowledge of CRMs and performance coaching tools is advantageous.

• Must be capable of working in a **hybrid setup** and aligning with a **US time zone (night shift)** schedule.

• **Must present original coaching/training materials** during the hiring process.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and career advancement.

• Comprehensive health benefits and wellness programs.

• Flexible work arrangements and a supportive team environment.