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…