Customer Success Manager VA

Customer Success Manager VA

EO Staff is a Virtual Assistant agency that empowers entrepreneurs, executives, and fast-growing teams with top-tier remote support. Our rigorous vetting process ensures we match clients with high-performing assistants who are proactive, reliable, and skilled — reducing onboarding time and minimizing turnover.

We are hiring a Customer Success Manager VA to support a growing merchant services and payment processing business. This is a client-facing role designed for a professional who thrives on building relationships, solving problems, and driving results — not just managing tasks.

You will serve as the main point of contact for merchants, ensuring every customer experiences a smooth journey — from onboarding and activation to ongoing support and account growth. Your day-to-day will include managing Level 1 support calls, coordinating application and equipment setups, tracking approvals, maintaining CRM accuracy, and ensuring no lead or follow-up slips through the cracks.

You'll also work closely with the business owner to stay organized and on track, setting reminders, managing calendars, and ensuring projects and priorities move forward. Beyond service, you'll help identify growth opportunities — from reactivating old leads to upselling add-on solutions — and collaborate with operations and sales teams to deliver an exceptional client experience.

This is the ideal role for someone with a background in customer success, account management, or sales operations, especially in payments, SaaS, or financial services. If you're proactive, confident on calls, and passionate about helping clients succeed, you'll play a pivotal role in scaling a fast-growing business and strengthening merchant relationships.

Responsibilities:

• Calendar & Time Management Support:

• Manage the client's calendar across multiple platforms, ensuring all appointments, meetings, and follow-ups are accurately scheduled and conflict-free.

• Organize and maintain recurring meetings, internal check-ins, and external calls with merchants, vendors, and team members.
• Set and manage reminders for critical tasks, follow-ups, and project deadlines to keep priorities visible and on track.
• Coordinate and confirm appointments in alignment with the owner's daily focus and business goals.
• Protect focus blocks and ensure the calendar reflects a healthy balance of strategic work, meetings, and execution time.

• CRM & Data Management:

• Maintain accurate and updated records in GoHighLevel (GHL) and other internal tools.

• Track onboarding stages, communication history, and account statuses to provide real-time visibility.
• Monitor key metrics such as activation rates, response times, and retention, and report trends to leadership.
• Assist in managing automation triggers, forms, and pipelines to streamline processes.

• Lead Follow-Up & Lead Management:

• Conduct timely follow-ups via calls, texts, and emails to ensure every lead and inquiry is acknowledged and moved forward in the pipeline.

• Support the sales process by assisting with product research, integration checks, and client-facing communication.
• Build strong relationships with prospects and clients by providing accurate, helpful, and prompt responses.
• Optionally assist with warm outbound outreach or nurture campaigns to re-engage inactive leads or promote new programs, as bandwidth allows.

• Project Management & Organization:

• Track active projects, tickets, and onboarding tasks using Airtable or similar tools.

• Maintain clear visibility on task progress, deadlines, and dependencies.
• Conduct brief weekly check-ins and provide summary reports highlighting completed work, pending tasks, and priorities.

• SOP Creation & Documentation:

• Capture evolving workflows and document SOPs or playbooks for key processes such as onboarding, ticket handling, and follow-ups.

• Ensure all documentation remains clear, updated, and accessible to support consistency and team alignment.

• Research & Continuous Improvement:

• Conduct product and integration research to support sales and technical decisions.

• Identify tools, features, or processes that can improve operational efficiency.
• Stay updated on payment industry updates, compliance requirements, and best practices.

• Customer Service & Onboarding Support:

• Serve as the first point of contact for merchants and clients, delivering fast, professional, and friendly service across calls, emails, and messages.

• Manage the end-to-end onboarding process — from application submission to equipment deployment and merchant activation.
• Guide clients through setup, schedule terminal training calls, and ensure each merchant is fully supported from start to finish.
• Coordinate with clients to collect required documentation, send application links, and track approvals in real time.
• Escalate complex issues with complete context and follow-through to ensure smooth resolution.
• Maintain a customer-first mindset, ensuring every inquiry and onboarding step is acknowledged, resolved, and documented.

Key Performance Indicators:

• 30-Day Mark:

• Understand core systems (GHL, CRM, onboarding workflows).

• Begin managing onboarding tasks and Level 1 support calls with supervision.
• Calendar, CRM, and lead records consistently updated.
• Basic SOPs documented.

• 60-Day Mark:

• Confidently handle most customer service calls and follow-ups independently.

• Maintain up-to-date CRM records and follow-ups.
• Proactively support the sales team and assist with integration research.
• Weekly summaries consistently delivered on time.

• 90-Day Mark:

• Fully own level-one customer service and onboarding processes.

• Operate independently with minimal oversight.
• CRM is organized, pipelines are updated, and projects are moving on schedule.
• The business experiences faster turnaround, fewer escalations, and higher customer satisfaction.

What Success Looks Like:

For the Client:

• Level-one support is fully owned and executed by the VA, allowing the owner to step back from day-to-day service tasks and focus on high-value activities such as growth, partnerships, and sales strategy.
• All customer and sales agent inquiries are handled promptly, professionally, and accurately, resulting in improved satisfaction, faster turnaround times, and stronger retention.
• The CRM, ticketing system, and project management tools remain consistently updated and organized, giving the owner real-time visibility into business performance and next steps.
• SOPs and playbooks are clearly documented and regularly maintained, ensuring smooth onboarding for new team members and consistent delivery across operations.
• Daily operations run seamlessly without the owner's constant oversight, reducing bottlenecks, missed follow-ups, and communication gaps.

For the VA:

• Confidently manages calls, tickets, and onboarding tasks from start to finish, demonstrating ownership and accountability in every stage of the merchant lifecycle.
• Builds strong relationships with merchants, agents, and internal team members by communicating proactively, setting expectations, and following through on commitments.
• Demonstrates initiative and reliability, anticipating potential issues, suggesting process improvements, and keeping leadership informed without needing close supervision.
• Acts as a trusted point of contact for both the business owner and customers, representing the brand with professionalism, empathy, and competence.
• Maintains organized systems and documented workflows, helping the company run predictably even during busy periods or growth phases.

Qualifications:

• 3+ years of experience as a Virtual Assistant, Executive/Administrative Assistant, or in Customer Success, Client Support, or Operations — ideally within payments, SaaS, or financial services, where accuracy, compliance, and responsiveness are critical, and preferably in a remote setup.
• Proficiency with GoHighLevel (GHL) — including forms, triggers, automations, and workflows — to streamline client onboarding, CRM management, and lead follow-ups.
• Proficiency with email and calendar management tools (Google Workspace / Outlook).
• Experience with Airtable, Google Workspace (Docs, Sheets, Drive, Gmail, Calendar), and project management tools to stay organized, track deliverables, and maintain operational visibility.
• Hands-on experience managing onboarding, ticketing, and application workflows, with a strong understanding of process tracking, documentation, and follow-ups.
• Proven ability to communicate confidently with U.S.-based customers over the phone and through email — able to lead conversations, set expectations, and resolve issues with professionalism.
• Excellent English communication skills — both written and verbal — with the ability to translate technical details into clear, customer-friendly language.
• Highly organized and detail-oriented, able to manage multiple priorities, deadlines, and stakeholders in a fast-paced, evolving environment.
• Proactive problem-solver who anticipates needs, identifies process gaps, and recommends improvements before issues escalate.
• Tech-savvy and quick to learn new platforms, CRMs, and tools — adaptable to changes in systems, processes, and team structure.
• Comfortable working U.S. business hours (EST) with strong time management and reliability in a remote setup.

Time Commitment:

• Full-time position with remote work setup

8:00 AM - 5:00 PM EST Monday - Friday

What You'll Get

• Competitive base salary
• 13th Month Pay
• Performance-based incentives
• 100% Remote work setup
• Opportunity to work with a high-growth team and industry leader