Client Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the main point of contact for clients through Slack, email, text, and phone.

• Maintain a friendly, professional, and polished demeanor across all interactions.

• Respond promptly, follow up proactively, and escalate issues when necessary.

• Manage client expectations, foster trust, and ensure clients always feel supported.

• Guide new clients throughout our onboarding process.

• Confirm and follow up on intake forms, expectations, and interview debriefs.

• Schedule, confirm, and summarize Zoom interviews between clients and VA candidates.

• Collaborate with our internal HR and Talent Sourcing teams to keep operations moving smoothly.

• Update internal records and Google Docs in real-time based on client statuses.

• Ensure all action items and communications are documented and completed punctually.

• Manage client email threads in a professional and timely manner.

• Identify and escalate time-sensitive messages.

• Maintain organized and prioritized communication across 30–50+ client accounts.

• Distribute Zoom links, confirm meetings, and document subsequent steps.

⛳️ Requirements

• Ability to remain calm, composed, and focused on solutions in high-pressure or fast-paced environments.

• Previous experience in client success, customer support, or account management.

• Quick, clear, and professional communicator (both written and verbal).

• Capable of managing multiple client accounts simultaneously without losing track.

• Willingness to participate in daily video calls.

• Strong attention to detail and excellent organizational skills.

• Must be reachable by phone during working hours.

• Tech-savvy and confident with:

• Slack

• Google Workspace (Gmail, Docs, Sheets, Drive)

• Zoom and scheduling tools.

• Bonus Points:

• Experience in an agency setting (e.g., digital marketing, staffing, recruitment, SaaS).

• Experience handling high-volume clients or working within fast-paced teams.

• Passionate about enhancing customer experience and client retention.

• Background in project coordination, client onboarding, or executive assistance.

• Tools & Setup Requirements:

• Reliable desktop/laptop.

• High-speed internet (minimum 10 Mbps).

• Quiet, professional home office environment.

• Webcam and noise-canceling headset.

• No overlapping work commitments.

• Additional Requirements:

• Must be available full-time (Monday–Friday).

• Must pass a background check (NBI or local police clearance).

🏝️ Benefits

• Dedicated HR & Contractor Support Team: Access to top-tier support for inquiries, 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 manage 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 enhance long-term client retention.

• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off based on the client's needs and schedule.

• Client-Approved Paid or Unpaid Time Off: Time off may be approved by your client, with paid time off being 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 excel.

• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.