Customer Success Manager

About the Company

At Attorney Assistant, we’re a fast-growing provider of virtual staffing solutions supporting U.S. law firms, executives, and businesses across the United States. We also operate Turn Key Ops, our sister company under the same leadership, which supports a broader range of industries.

Job Overview:

As our full time Client Success Manager, you’ll be the trusted partner and biggest advocate for our clients, making sure every step of their journey with us feels seamless and impactful. From day one, you’ll lead the way onboarding new clients with care, providing expert guidance, and empowering them to get the very best from their Impact Assistants (IAs). Your mission? Create unforgettable experiences, drive client success, and turn every interaction into a moment of value.

Core Responsibilities:

• Manage the client onboarding process, ensuring all necessary steps are completed efficiently and that clients feel confident and prepared as they begin working with their IA(s).
• Act as the primary point of contact for clients, addressing their needs, concerns, and feedback. Provide proactive support to ensure clients are fully satisfied with their IA(s) and are achieving their desired outcomes.
• Oversee the go-live process, coordinating with internal teams to ensure a seamless launch for clients and their IA(s).
• Build and maintain strong, long-lasting client relationships by understanding their business goals and aligning our services to meet their needs.
• Regularly assess client satisfaction and identify opportunities for improvement in the onboarding, go-live, and ongoing support processes.
• Address and resolve any issues or challenges that arise, ensuring a positive experience for the client and minimizing any disruption to their operations.
• Provide regular updates and feedback to internal teams on client progress, challenges, and successes.
• Oversee the onboarding process for new IAs, ensuring smooth integration into client projects.
• Regularly assess team and project performance, implementing improvements as needed.
• Maintain accurate records of client interactions and project progress, reporting regularly to senior management.
• Create and develop standard operating procedures (SOPs) and comprehensive training documents to effectively support team development.

Core Qualifications:

• 3 years proven experience in account management, client success, or a related role.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Excellent organizational skills, with the ability to manage multiple clients and priorities simultaneously.
• Problem-solving mindset with a proactive approach to addressing client needs.
• Experience with onboarding processes, project management, or customer service is a plus.
• Strong leadership and mentoring abilities, with a history of developing team members.
• A client-focused approach, ensuring high levels of customer satisfaction and effective relationship management.
• Proficiency in managing multiple projects simultaneously, with a focus on meeting deadlines.
• Familiarity with onboarding processes and virtual platforms, with the ability to adapt to new tools and technologies.

Nice If You Have:

• Background in virtual staffing or similar services, with a focus on client satisfaction and operational efficiency.
• At least 6 months of hands-on experience as a Virtual Assistant, with a deep understanding of remote work dynamics and the ability to seamlessly integrate into digital workflows, effectively functioning in a plug-and-play manner
• Extensive data management experience in Salesforce and other similar CRMs.
• Experience in legal industries.
• Experienced in using Salesforce CRM in daily operations

Compensation, and Benefits

• Starts at $18 USD/hour, with pay increase opportunity through an annual performance evaluation
• PTO, referral incentives, and bonuses (where applicable)
• 100% remote, long-term opportunity