Position Overview
Stellar Staff is seeking a dedicated Client Success Manager (CSM) to serve as the primary relationship manager between our clients and their virtual assistants. In this role, you will manage a portfolio of 20-25 clients, ensuring exceptional service delivery, high client satisfaction, and strong VA performance. The ideal candidate will excel at building relationships, solving problems proactively, and driving client retention and expansion opportunities.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact between clients and Stellar Staff from kickoff call onward
- Build strong rapport with clients across diverse industries, maintaining client retention and satisfaction
- Conduct comprehensive kickoff calls that set clear expectations and performance metrics
- Ensure clients fully understand and receive maximum value from their virtual assistants
- Proactively identify and address client concerns before they impact satisfaction
- Resolve any client issues within 24 hours of identification
VA Performance Management
- Monitor and ensure virtual assistants meet performance expectations and KPIs
- Provide effective coaching, feedback, and guidance to VAs to improve performance
- Address underperformance promptly through additional training or replacement when necessary
- Implement retention strategies to maintain team stability and minimize disruption
- Manage VA replacements when necessary with minimal client disruption
- Facilitate clear communication between clients and their virtual assistants
Business Growth & Expansion
- Identify and capitalize on opportunities for additional VA placements with existing clients
- Generate 1-3 additional VA placements monthly from the existing client base
- Implement effective cross-selling strategies with appropriate clients
- Contribute to company revenue growth through focused client expansion
- Recognize patterns across client portfolio to improve service delivery
Operational Excellence
- Effectively manage a portfolio of 20-25 clients simultaneously
- Create and maintain detailed documentation for all client accounts within our CRM
- Track and report on key client metrics including satisfaction, retention, and expansion
- Provide timely and accurate reporting to the Head of CSM Department
- Follow processes to streamline client management
- Collaborate effectively with recruitment and other departments
Requirements
Experience & Education
- 3+ years of account management, client success, or similar client-facing role
- Experience managing remote team members or contractors preferred
- Background in outsourcing industries, professional services, or SaaS a plus
- Demonstrated track record of client retention and expansion
- Bachelor’s degree or equivalent experience
Skills & Knowledge
- Exceptional interpersonal and relationship-building abilities
- Strong problem-solving skills with ability to quickly diagnose and resolve issues
- Excellent written and verbal communication skills (English)
- Experience with CRM systems and client management software (GHL knowledge a plus)
- Understanding of performance metrics and KPI tracking
- Project management capabilities
- Experience working with North-american business clients
Personal Attributes
- Client-focused mindset with genuine desire to ensure client success
- Proactive approach to identifying and solving problems
- Adaptability to changing client needs and circumstances
- Ability to remain calm and effective under pressure
- Strong organizational skills to manage multiple clients simultaneously
- Detail-oriented with excellent follow-through
- Leadership qualities and coaching abilities
Why Join Stellar Staff
Join a growing company that’s revolutionizing how businesses access global talent. As a Client Success Manager, you’ll be the bridge that ensures clients experience the full value of our services while helping their businesses grow.
We offer competitive compensation commensurate with experience, along with performance bonuses and opportunities for career advancement as our company continues to expand.
This position requires someone who is passionate about client success, skilled at managing relationships, and committed to excellence. If you’re ready to play a pivotal role in helping businesses transform through effective use of virtual assistants, we want to hear from you.
Apply by sending your resume to: hrd@stellarstaff.com