Client Success Manager

POSITION IDENTIFICATION: Client Success Manager
Reports To :Account Managers
Payrate : $5 - $7


POSITION SUMMARY

The Client Success Manager (CSM) plays a pivotal role in driving business growth by ensuring the success and quality performance of External Virtual Assistants (VAs). Through proactive VA management, the CSM fosters client satisfaction, retention, and account expansion. This role partners closely with Account Managers to provide insights, support, and actionable intel, working as one team to strengthen client relationships and maximize opportunities for VA upsells, additions, cross-sells, and referrals.

DUTIES AND RESPONSIBILITIES

VA Performance and Management
Monitor and coach VAs to maintain consistent quality, productivity, and client satisfaction through professionalism and accountability.
Address performance concerns through structured 1-on-1 sessions, feedback, and action planning, while keeping Account Managers informed for client communication and awareness.
Provide growth intels by gathering insights and indicators from VAs that can support potential upsells, cross-sells, and client referrals.

Client Relationship and Retention
Serve as the main point of contact for client concerns related to VA performance and service quality.
Conduct regular client check-ins to assess satisfaction and identify potential risks or opportunities.
Partner with Account Managers to implement retention strategies and strengthen client trust.

Business Growth and Revenue Enablement
Collaborate with Account Managers to identify and submit qualified upsell, additional, and cross-sell intels.
Track and report outcomes related to VA-driven revenue growth and client expansion.
Encourage VAs to contribute to client success and referrals through excellent service delivery.

Collaboration and Communication
Work closely with the Account Management and Operations teams to align on client and VA strategies.
Ensure transparent communication of updates, escalations, and performance insights.
Participate in regular team syncs, training, and feedback sessions to maintain alignment.

Process Adherence and Continuous Improvement
Ensure compliance with company policies, communication etiquette, and reporting standards.
Recommend process enhancements to improve VA engagement and client satisfaction.
Support initiatives that strengthen team efficiency and overall account performance.

KEY PERFORMANCE INDICATORS
Upsell and Additional Placement Contribution
Cross-Sell Intel Conversion Contribution
Team CSAT Average & Response Compliance Rate
Client and VA Retention Performance
Account Portfolio Net Growth ?DENCE REPORT
1. Onboarding Checklist – Ensure smooth VA deployment to clients by maintaining clear and accurate communication and coordination with other departments.
2. CSM Intel Sales (HubSpot) – Submit all potential opportunities for VA upsells, cross-sells, and other service expansions.
3. Escalation and VA Separation Management (HubSpot) – Log all issues identified, whether client- or VA-related, that may pose risks from any business perspective.
4. LegalSoft Platform – Maintain the accuracy of client profiles, rosters, onboarding details, and staff management records.
5. All Other Reports (as requested) – Includes timesheet validation, HMO verification, help desk assistance, and related confirmations.

JOB SPECIFICATION
Educational Attainment : College Level

Related Work Experience :
Team Lead (especially in BPO or virtual assistant environments)
Operations Manager / Supervisor
Quality Analyst / Coach
Training and Development Officer
Growth Account Associate or Sales Support Specialist
Account Manager/Customer Success Manager/Client Relationship Executive
Preferred Qualification:
3+ years of experience in Client Success, Account Management, or Operations within a service-oriented or BPO environment.
Proven experience managing remote teams or virtual assistants, focusing on performance, quality, and client satisfaction.
Strong background in client relationship management, including handling escalations, negotiations, and renewals.
Experience identifying and supporting growth opportunities such as upsells, cross-sells, and client referrals.
Demonstrated ability to analyze performance metrics and implement action plans that drive improvement and retention.

Proficiency:
CRM & Productivity Tools: HubSpot, Google Workspace (Sheets, Docs, Slides), and project management platforms.
Communication Tools: Slack, Zoom, Google Meet, and other virtual collaboration platforms.
Data & Reporting: Skilled in creating, maintaining, and interpreting performance and operational reports.
Technical Proficiency: Comfortable using CRMs, spreadsheets, and reporting dashboards.

Required Skills

VA Performance Management: Monitors, coaches, and guides VAs to uphold quality, productivity, and professionalism.
Analytical & Problem-Solving: Identifies root causes, interprets data, and develops actionable solutions.
Collaboration: Works effectively with Account Managers, internal teams, and leadership to drive growth and retention.
Communication: Strong written and verbal communication for client correspondence, coordination, and documentation.
Organization & Time Management: Prioritizes effectively across multiple accounts and deadlines.
Adaptability: Adjusts quickly to evolving processes, client needs, and priorities.
Attention to Detail: Maintains accurate records, reports, and dashboards with consistency and precision.

Benefits:

Healthcare Subsidy/Coverage: Enjoy peace of mind with our healthcare subsidy/coverage, available as early as your 6th active month (location-dependent).
Paid Time Off (Total of 15 Days Annually):
Sick Leave (SL): Start accruing 3 Sick Leave days as early as your 3rd month.
Paid Time Off (PTO): Accrue 6 PTO days starting on your 6th month.
Holiday Paid Time Off: Relax on 6 US Federal Holidays with fully paid time off.
Milestone Bonus: We care about your future! With full vesting after 1 year of service. Legal Soft will be providing $750 bonus.
Birthday Bonus: Celebrate your special month with a $10 birthday bonus—our way of saying “Happy Birthday!”
Referral Bonus: Help us grow! Earn $35 for each successfully referred English-speaking candidate, and $50 for bilingual candidates.