No two weeks will look exactly the same.
One day you might be sitting with a Customer Success Manager to review how they approached a customer conversation.
The next, you might be helping a Renewals Specialist build confidence around a commercial discussion, supporting a new starter with their ramp plan, or working with a manager to reinforce consistent expectations across their team.
You might listen to calls, review CRM activity, look at performance trends, share best practice, or coach someone through how to handle a difficult customer situation.
Coaching Customer Success and Renewals colleagues
You’ll provide practical, supportive coaching to help people improve their performance, confidence and customer conversations.
You’ll help colleagues understand what good looks like, where they can improve, and what actions they can take straight away.
This could include coaching around customer ownership, renewal conversations, adoption, value, risk, follow-up, objection handling, call quality, activity levels or customer engagement.
Helping the team move from ticket-led to outcome-led
You’ll help reinforce the shift from simply responding to customer requests to taking ownership of customer outcomes.
That means encouraging people to think beyond the immediate query and ask:
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What is the customer trying to achieve?
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Are they getting value from the product?
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Is there a risk we need to act on?
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What action should we take next?
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How do we support retention and renewal?
You’ll help make this mindset clear, practical and consistent across the team.
You won’t be there to replace managers, but you will help them land the message.
You’ll work with frontline managers to reinforce expectations, share themes, support coaching conversations, and help build consistency across teams.
You may support managers with performance check-ins, new starter progress, quality reviews, or practical coaching plans for colleagues who need extra help.
You’ll help new colleagues ramp up successfully by giving them practical support, guidance and feedback.
You’ll work with managers and L&D to understand where new starters are progressing well and where they may need more help.
You’ll also feed back any common themes that could improve onboarding, training or early-stage support.
Using data and insight to guide action
You don’t need to be a data analyst, but you do need to be comfortable using performance information to spot patterns and focus your coaching.
This could include CRM activity, call quality, customer feedback, renewal progress, customer health, activity levels, target progress, new starter ramp, or manager feedback.
The key is being able to turn insight into simple, practical action.
You’ll help create consistency by spotting what is working well and sharing it across teams.
That might mean helping build coaching guides, call examples, conversation prompts, playbooks, checklists, or simple best-practice resources that help people do the job better.