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.
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.
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.
What We Do
Wing provides SMBs, startups, and executives with top-tier remote talent to take over recurring work such as Social Media Management, Executive Assistance, Data Entry, Sales Calling, etc. Wing is your super affordable team member to whom you can delegate excess work while you do the important things to grow your business.
