Client Success Lead

About the role

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.

Responsibilities

• Client Review & Onboarding Readiness
• 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.
• Coordination & Communication
• 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.
• Discovery & Work Extraction
• 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.
• Documentation & Handoff
• 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."
• Systems & Process Setup
• Set up tools like LastPass, Slack, and other project management apps for smooth Day 1 operations.
• Reassure clients about data security and confidentiality practices.
• Success Indicators
• 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.

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Company Intel

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