Virtual Assistant, Client Success Manager

Summary

Join We Clone You, a leading virtual assistant company, as a high-level Virtual Assistant Client Success Manager. You will build and lead a structured customer success department, developing SOPs, managing a team of CSMs, and tracking KPIs to ensure seamless client experiences. This role demands strong leadership, process development, and client management skills within a compliance-driven industry. You will be responsible for developing and implementing processes, managing a team, handling escalations, and optimizing retention strategies. The ideal candidate possesses extensive experience in customer success leadership, proven ability to develop scalable processes, and strong team management skills. We offer competitive hourly pay, professional development opportunities, and a supportive work environment.

Requirements

• Extensive Experience in Customer Success, ideally in a leadership role with a focus on client management
• Ability to Develop SOPs and Scalable Processes: Proven track record of building and implementing workflows
• Strong experience in team building and management
• Professional, assertive, and able to set boundaries while guiding clients through complex processes
• Results-Driven: Ability to manage complex workflows and push clients to meet objectives effectively
• Experience Tracking KPIs: Optimizing KPIs for customer success teams
• Ability to Work Independently: Take ownership of the department’s success with minimal supervision
• Fluent English: 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 frantic, hesitant, or immature clients professionally
• Improve customer experience and optimize retention strategies
• Maintain compliance in all client interactions, aligning with industry regulations
• Help implement a new CRM or client tracking system beyond ClickUp
• Ensure efficient tracking of client fulfillment and internal processes
• Build out a scalable Customer Success department from the ground up
• Assist in hiring and training future CSMs as the company expands
• Understand and implement the ascension model for business growth

Preferred Qualifications

• Experience in Compliance-Heavy Industries: Finance, insurance, legal, or similar sectors
• Financial/Compliance Background
• Software/CRM Implementation: Experience in customer tracking

Benefits

• Work from home
• Payment in dollars per working hour (40-hour week)
• Starting salary between 6$ - 15$ per hour depending on your experience, with room for raises based on performance
• A workplace that values its people
• Professional development opportunities to grow your career
• Be part of a supportive team that values your input and achievements
• Referral bonus: If you refer a candidate, you will receive a $50 bonus once they’re hired by one of our clients