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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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,…