Virtual Assistant - Client Success Manager - Remote

Overview

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 Short

• 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.
• Build out a scalable Customer Success department from the ground up.

Requirements

• Assist in hiring and training future CSMs as the company expands.
• Understand and implement the ascension model for business growth.

Benefits

• Opportunity to build a department from the ground up.
• Work in a compliance-driven industry.
• Be part of a leading virtual assistant company.