Customer Success Specialist
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Job Description
Customer Success Specialist managing onboarding, retention, and expansion for METEOR’s virtual assistant clients. Coaching assistants and clients while identifying account risks and growth opportunities.
Responsibilities:
- Receive account handoffs from Sales and review client history, goals, and pain points
- Run client kickoff calls, define role profiles, set expectations, and design 30/60/90-day plans
- Partner with Talent Acquisition to align candidate searches with client needs
- Support clients through hiring decisions by presenting candidates and explaining fit
- Provide onboarding support and coach assistants through their ramp-up period
- Lead structured 30-, 60-, and 90-day follow-ups with clients and assistants
- Track onboarding progress using delegation percentage, hours reclaimed, and CSAT scores
- Own consistent check-ins across the assigned book of business
- Identify and resolve friction, blockers, and misalignments before escalation
- Maintain account health scores and surface at-risk accounts to the Head of Customer Success
- Document relationship updates, decisions, and next steps in the CRM
- Recognize dissatisfaction or disengagement, support performance interventions, and assist with replacements
- Run exit interviews and track churn, activation milestones, and account recovery outcomes
- Identify expansion opportunities, coordinate with Sales, pitch additional assistants, and collect testimonials and referrals
Requirements:
- Minimum 2 years of experience as a Virtual Assistant or Executive Assistant
- Proven experience managing long-term client relationships and maintaining trust over time
- Strong verbal and written client relationship and communication skills
- Experience coaching or supporting assistants, junior team members, or direct reports
- Ability to manage multiple accounts and prioritize based on risk and opportunity
- Experience advising, coaching, or consulting clients
- Experience with reporting, dashboards, and account health tracking
- Proficiency with Notion, CRMs, or customer success platforms
- Comfortable using AI tools to improve efficiency without sacrificing relationship quality
- High emotional intelligence and ability to navigate difficult conversations with care
- Must have own webcam, microphone, and computer
- Excellent English verbal and written proficiency (C2 in CEFR Scale)
- Access to a quiet work area at home with reliable internet of 100 Mbps or more
- Preferred: Experience in Customer Success
- Preferred: Experience working with U.S.-based clients or remote-first teams
- Preferred: Background in training or coaching assistants or junior staff
- Preferred: Experience in startup or high-growth environments
- Preferred: Basic understanding of talent acquisition, onboarding, or HR processes
Benefits:
- Performance bonuses: Up to Q1,500 based on KPI attainment
- Client expansions: $400 per closed deal, paid 30 days after role starts
- Relevant software and subscriptions provided
- Opportunity for raises or promotions; the posting states nobody on the team has gone more than 12 months without a raise or promotion
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