Serve as the primary point of contact for clients via Slack, email, text, and phone
Maintain a friendly, professional, and polished tone across all touchpoints
Respond quickly, follow up proactively, and escalate issues when needed
Manage client expectations, build trust, and ensure they always feel supported**
Guide new clients through our onboarding process
Confirm and follow up on intake forms, expectations, and interview debriefs
Schedule, confirm, and recap Zoom interviews between clients and VA candidates
Collaborate with our internal HR and Talent Sourcing teams to keep everything moving**
Keep internal records and Google Docs updated in real-time based on clients' statuses
Ensure all action items and communications are documented and completed on time**
Manage client email threads professionally and promptly
Flag and escalate time-sensitive messages
Maintain organized, prioritized communication across 30–50+ client accounts
Send out Zoom links, confirm meetings, and document next steps

Ability to stay calm, composed, and solutions-focused in high-pressure or fast-paced situations
Previous experience in client success, customer support, or account management
Fast, clear, and professional communicator (written and verbal)
Able to juggle multiple client accounts without dropping the ball
Willing to join video calls daily
Strong attention to detail + organizational skills
Phone accessible during work hours

Tech-savvy and confident with:

Bonus Points:

You’ve worked in an agency environment (e.g., digital marketing, staffing, recruitment, SaaS)
You’ve handled high-volume clients or worked with fast-paced teams
You’re obsessed with customer experience and client retention
You’ve done project coordination, client onboarding, or executive assistance

Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

Client Success Manager

Key skills