The Role
The Client Success Manager will coach CSMs, enhance customer satisfaction and retention, conduct quality reviews, and lead training sessions.
Summary Generated by Built In
About the Role:
We are seeking a Client Success Manager 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
Skills Required
- Experience coaching Customer Success Managers
- Solid foundation in quality assurance
- Excellent communication and coaching skills
- Familiarity with CRMs and performance coaching tools
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The Company
What We Do
Wing provides SMBs, startups, and executives with top-tier remote talent to take over recurring work such as Social Media Management, Executive Assistance, Data Entry, Sales Calling, etc. Wing is your super affordable team member to whom you can delegate excess work while you do the important things to grow your business.
