Client Success Lead

The Client Success Lead connects the Sales team with Service Delivery. You step in right after a client signs up and make sure their handover to a Virtual Assistant (VA) goes smoothly. Your job is to keep the client engaged, set up clear systems, and ensure work is ready for the VA — all within the first two weeks.

You keep clients confident, make sure VAs are fully prepared, and turn unclear tasks into clear workflows.

• Review closed deals to understand the client’s goals, business type, and possible challenges.

• Identify risks early and help prevent client drop-off.

• Audit client tools, files, and routines to find tasks that a VA can take over.

• Work closely with the Customer Success and Talent Acquisition teams to track client progress.

• Maintain regular contact with clients between deal close and VA start date.

• Keep all internal teams updated so everyone knows what’s happening with each client.

• Lead “shadowing sessions” to watch how clients work and identify which tasks to systemize.

• Ask the right questions to uncover real time-consuming tasks and priorities.

• Turn rough notes or recordings into clear SOPs (Standard Operating Procedures) for VAs.

• Turn your findings into concise, easy-to-follow documentation for the assigned VA.

• Review the materials with the VA to make sure everything is understood before launch.

• Collaborate with Bench VAs in the office to prepare for client “Go Live.”

• Set up tools like LastPass, Slack, and other project management apps for smooth Day 1 operations.

• Reassure clients about data security and confidentiality practices.
  
  

• First SOP ready within 24 hours after client payment.

• Task extraction completed within 7 days of sale.

• High client retention before and after VA onboarding.
  
  

• Strong understanding of business workflows and task delegation.

• Skilled with Google Workspace, Slack, and project tools (Trello, Asana, ClickUp, etc.).

• Excellent communication and problem-solving skills.

• Able to work with different teams and handle multiple projects at once.