Virtual Assistant - Client Success Manager

View full description

Requirements:

• Extensive Experience in Customer Success, ideally in a leadership role with a focus on client management.
• Proven track record of building and implementing workflows.
• Strong experience in team building and management.
• Professional, assertive, and able to set boundaries.
• Experience in compliance-heavy industries (finance, insurance, legal, or similar preferred).
• Ability to manage complex workflows and track KPIs.
• Financial/compliance background preferred but not required.
• Ability to work independently with minimal supervision.
• Experience in customer tracking software/CRM is a plus.
• Fluent in English with strong communication and problem-solving skills.

Responsibilities:

• Develop and implement processes, SOPs, and workflows for the Customer Success department.
• Lead, train, and manage a team of Client Success Managers (CSMs).
• Track KPIs and ensure smooth communication between Customer Success and Fulfillment teams.
• Handle escalations and maintain high client satisfaction.
• Ensure clients follow processes to achieve the best results.
• Manage and de-escalate tricky clients professionally.
• Improve customer experience and optimize retention strategies.
• Maintain compliance in all client interactions.
• Help implement a new CRM or client-tracking system.
• Build out a scalable Customer Success department.
• Assist in hiring and training future CSMs.