Virtual Assistant - Client Success Manager

We Clone You is a leading virtual assistant company that specializes in providing virtual assistance to empower businesses of all sizes with world-class virtual assistance. We are currently looking for a motivated candidate for one of our clients, we're looking for a high-level Virtual Assistant Client Success Manager who can build and lead a structured customer success department. This role requires strong leadership, process development, and client management skills. The ideal candidate will develop SOPs, manage a team of CSMs, track KPIs, and ensure a seamless client experience in a compliance-driven industry.

In this role, you will be responsible for performing various tasks, including:

• 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.

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.
• Experience in Compliance-Heavy Industries: Finance, insurance, legal, or similar sectors (preferred).
• Results-Driven: Ability to manage complex workflows and push clients to meet objectives effectively.
• Experience Tracking KPIs: Optimizing KPIs for customer success teams.
• Financial/Compliance Background: Preferred, but not required.
• Ability to Work Independently: Take ownership of the department’s success with minimal supervision.
• Software/CRM Implementation: Experience in customer tracking (a plus).
• Fluent English: Strong communication and problem-solving skills.

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;

Remember to upload your data in English, please. Including your resume.