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VA Success Manager
About the Role
We are looking for a thoughtful, proactive, and relationship-focused VA Success Manager tosupport Virtual Assistants before and after they are placed with clients.
This role is responsible for helping VAs succeed through onboarding, readiness training,healthcare training, coaching, engagement check-ins, performance follow-up, documentation, and escalation support.
This is not a recruiting or sourcing role. Talent acquisition is handled separately.
The ideal candidate has experience supporting or training VAs in healthcare, dental, medical, or healthcare-adjacent roles. This person should be comfortable coaching remote team members, identifying performance risks early, and helping VAs understand the communication, professionalism, documentation, and service standards expected in healthcare client environments. This role requires strong judgment, curiosity, emotional intelligence, and the ability to balance empathy with accountability.
What You'll Do
VA Onboarding, Readiness & Healthcare Training
Orient new VA batches and help prepare them for client placement
Conduct pre-start onboarding so VAs understand expectations before beginning with a client
Run readiness and development training for VAs
Provide or support healthcare training related to communication standards, professionalism, patient/client sensitivity, documentation, privacy awareness, and service expectations
Validate VA engagement before placement
Reinforce role clarity, attendance expectations, responsiveness, and accountability
Help maintain warm-pool engagement for VAs who are preparing for placement or waiting for assignment
Placed VA Support & Coaching
Build strong working relationships with active VAs
Conduct monthly alignment sessions and engagement check-ins
Coach VAs through communication, professionalism, performance, attendance, or role clarity concerns
Help VAs understand client expectations and how to succeed in their role
Facilitate structured coaching cycles based on the level of support needed
Identify when a VA needs additional support, retraining, clarification, escalation, or replacement or consideration
Reinforce high standards for remote work, communication, professionalism, and follow-through
Performance Monitoring & Retention
Monitor VA engagement, performance health, and retention risk
Identify early warning signs such as disengagement, poor responsiveness, missed expectations, communication issues, or role mismatch
Help create recovery or improvement plans when concerns arise
Track whether coaching and action plans are improving performance
Escalate concerns or recommend replacement when performance thresholds are not being met
Support strong VA retention by improving readiness, role clarity, communication, and support
Client Success Team Partnership
Partner with Client Success Managers to understand client feedback, expectations, and performance concerns
Coordinate coaching priorities based on client feedback
Help determine whether an issue is related to training, communication, performance, role fit, or expectation mismatch
Support structured recovery and action plans when client or VA concerns arise
Communicate risks, trends, and recommendations clearly to the internal team
Work cross-functionally with Client Success, Recruitment, Operations, and Leadership to improve outcomes
Documentation & Follow-Through
Maintain accurate documentation of:
Attendance
Evaluations
Recordings
Coaching notes
Engagement check-ins
Escalation logs
Exit notes
Recommendations
Track follow-up items until resolved
Keep records organized and easy for leadership and the client success team to review
Provide monthly summaries to leadership on VA status, risks, coaching needs, and recommendations
Ensure no performance concern, follow-up, or escalation falls through the cracks
Program Improvement
Identify recurring performance gaps across VAs
Recommend improvements to orientation, onboarding, healthcare training, hiring filters, communication standards, and lifecycle processes
Help improve playbooks, templates, trackers, training materials, and coaching workflows
Use dashboards, documentation, AI tools, or automation to improve visibility, productivity, and retention over time
Required Experience
Experience supporting, coaching, training, or managing Virtual Assistants or remote team members
Healthcare, dental, medical, orthodontic, or healthcare-adjacent training experience required
Experience helping team members understand healthcare client expectations, communication standards, professionalism, and documentation requirements
Experience in VA management, team leadership, HR support, operations, client success, coaching, training, or a similar people-support role
Strong relationship management skills
Strong written and spoken English communication
Excellent judgment and emotional intelligence
Ability to stay calm and professional during difficult conversations
Ability to ask thoughtful questions and understand the full situation before making
recommendations
Strong documentation and follow-up habits
Comfortable working with remote teams
Able to balance empathy with accountability
Reliable, responsive, organized, and highly professional
What This Role Is Not
This is not a recruiting role.
This is not a sourcing role.
This is not a basic administrative role.
This role is about preparing, supporting, coaching, and retaining VAs, especially those serving
healthcare-related clients. The right person must be able to identify performance risks, support improvement, partner with Client Success, and help build stronger systems for onboarding, training, and retention.
What Success Looks Like
VAs are better prepared before placement
Healthcare-related training expectations are clear and reinforced
VAs understand client expectations, professionalism standards, and communication requirements
Placed VAs feel supported, guided, and connected
Performance concerns are identified early
Coaching and recovery plans are followed through
Client feedback is translated into clear VA coaching actions
Documentation is accurate and useful
Leadership has visibility into VA health, risks, retention concerns, and recommendations
Strong VAs are retained and supported
Poor-fit situations are identified thoughtfully and escalated appropriately
Onboarding, healthcare training, and coaching systems improve over time
