Customer Success Coach

Overview

In this hands-on coaching role, you will elevate the performance culture across Customer Success and Renewals to drive proactive, outcome-led conversations and commercial confidence. You’ll work closely with managers, leaders, and Learning & Development to translate goals into practical action on the shop floor. Your impact spans coaching, consistency, and behavior change that improves adoption, retention, and renewal outcomes. This is a close-to-the-team, visible role that shapes how the customer journey translates into value.

Pay / Benefits

• competitive salary and benefits package
• hybrid working
• supportive environment within a growing software business
• learning & development opportunities
• belonging and inclusive culture

Responsibilities

• Coach Customer Success and Renewals colleagues to improve performance, confidence, and conversations
• Guide the shift from ticket-led to outcome-led customer interactions
• Support managers with reinforcing expectations, coaching themes, and consistency
• Assist new starters with ramp plans and onboarding feedback
• Use CRM activity, performance data and feedback to identify improvement opportunities
• Create and share best-practice resources (coaching guides, playbooks, prompts)
• Provide practical coaching on ownership, renewal discussions, adoption, retention and risk
• Turn performance insights into simple, actionable coaching plans

Key requirements

• Experience in Customer Success, Renewals, Account Management, SaaS or similar customer-facing environment
• Ability to coach others and provide practical feedback
• Experience supporting conversations around value, adoption, retention, renewal or commercial outcomes
• Comfort using performance information to identify where support is needed
• Strong communication and ability to give clear, constructive feedback
• Ability to build trust with frontline colleagues and managers
• Hands-on, visible, practical approach to performance improvement
• Desire to help people improve and succeed

• coaching
• communication
• trust-building
• CRM data usage (e.g., CRM activity)
• call quality review
• performance metrics interpretation

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