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. Key Responsibilities 1. 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. 2. 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. 3. 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. 4. 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.” 5. 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. country: PH all locations: [Metro Manila] commitment: Full Time department: Corporate location: Metro Manila team: Corporate