ROLE SUMMARY

APPLICATION TIMELINE

• Start date: September 22nd, 2025
  
• Likely end date: October 15th, 2025
• When it is likely too late to apply: October 3rd, 2025

 

ABOUT THE COMPANY

METEOR is a talent solutions company that helps ambitious businesses in the U.S. and Canada find and hire top-tier Virtual Assistants and Executive Assistants from Latin America—especially Guatemala. By combining a world-class recruiting system with a built-in Employer of Record (EOR) structure, METEOR makes it easy for companies to access reliable, long-term remote talent without the overhead of hiring locally. METEOR’s mission is to connect great people with great companies so that both can go further—regardless of location. With a long-term vision of placing 1,000 assistants in high-quality remote jobs by 2030, METEOR is building a future where distance is no barrier to opportunity or excellence.

ABOUT THE ROLE

This role exists because growth without retention is wasted growth. As we scale, the most important thing we can do is ensure our clients are set up for success—and stay with us for the long haul. The Customer Success Lead will build and own the entire Customer Success function at METEOR. This includes onboarding, account management, retention, expansion, and ongoing relationship management with both clients and assistants. Success in this role means improving client retention, driving measurable achievements, and opening the door to client expansion and referrals.

While most of the day-to-day work will involve building strong partnerships with clients, the Customer Success Lead will also work directly with our Virtual Assistants and Executive Assistants to coach, support, and align expectations—ensuring both sides of the relationship succeed. This is a high-trust, strategic role for someone who can zoom out to design a department and zoom in to personally guide relationships.

You can also expect a long-term growth opportunity: as the department scales, there is a high likelihood this role will evolve into a leadership position with team management responsibilities.

This position is perfect for someone who:

✅ Has a strategic mind but loves rolling up their sleeves to get things done

✅ Enjoys working directly with clients and forming long-term relationships

✅ Believes in proactive care, not reactive support

✅ Knows the world of executive support inside and out

✅ Is passionate about helping others succeed and grow

✅ Is excited to build systems that scale, not just put out fires

A quick note about Customer Success vs. Customer Service:
Many people confuse Customer Success with Customer Service, but they are not the same thing. The similarity in names causes confusion—but make no mistake: this role is not about call scripts, help desk tickets, or troubleshooting. If your background is purely in a call center doing customer or tech support, this is likely not the right fit. We are looking specifically for people who have worked in a Customer Success capacity, with hands-on experience guiding long-term client relationships, driving outcomes, and preventing churn.

METEOR CORE VALUES

At METEOR, we value technical skills as much as cultural fit. That’s why it’s important for anyone joining our team to embody our Core Values:

• Commitment to Excellence – If your name is on it, make sure it’s done right. No shortcuts, no half-measures.
  
• Extreme Ownership – Your results are your responsibility. If something goes wrong, take charge of fixing it.
  
• Maintain a Growth Mindset – There’s no such thing as "I can't"—only "I haven’t learned how yet."
  
• Strive for Simplicity – Complexity kills efficiency. Focus on what matters, cut the rest.
  
• Discipline Over Motivation – Motivation comes and goes. Discipline keeps you moving forward.
  
• Consistency Over Intensity – A little progress every day beats bursts of effort followed by burnout.
  
• Resourcefulness Over Resources – You don’t need more; you need to make the most of what’s already there.

ROLE RESPONSIBILITIES

STRATEGY & DEPARTMENT BUILDING

This category is about designing the Customer Success department from scratch. It includes creating systems, setting priorities, and mapping out how the team will grow over time.

• Build the structure, systems, and processes for a Customer Success department aligned with METEOR’s retention-first philosophy
• Identify tools and platforms to support customer success workflows (e.g., Notion, CRMs, analytics dashboards)
• Design hiring roadmap and responsibilities for future team members (e.g., onboarding specialists, CSMs, CS Ops)
• Create core templates and playbooks for success plans, client journeys, and escalations
• Establish regular reporting processes and performance metrics to track departmental impact
• Collaborate closely with Sales, Talent Acquisition, and L&D to ensure alignment across the client journey

ONBOARDING & CLIENT ENABLEMENT

This category ensures the first 100 days of a client’s experience are strong, clear, and supportive—because that's the best predictor of long-term success.

• Conduct kickoff calls to define client goals, expectations, communication preferences, and job descriptions
• Coordinate the logistics and delivery of onboarding boxes sent to new clients
• Provide onboarding support directly to assistants, including structure, context, resources, and enablement
• Offer learning opportunities, coaching, or documentation to assistants as needed to help them ramp up successfully
• Schedule and lead follow-ups with both clients and assistants during the onboarding period
• Track and report onboarding progress using metrics such as delegation %, hours reclaimed, and CSAT

ONGOING RELATIONSHIP MANAGEMENT

This category focuses on maintaining healthy, productive relationships between clients and assistants throughout their engagement.

• Establish and manage a consistent check-in cadence with clients and assistants
• Provide ongoing coaching to assistants when needed to help improve communication, proactivity, or output
• Maintain and update the shared Resources Knowledge Base with best practices and tools for clients
• Serve as the point of contact for both parties to resolve small issues before they become larger problems
• Identify blockers, friction points, or misalignments through regular conversations and data reviews
• Document all key relationship updates and track client health scores across accounts

RETENTION & CANCELLATION AVOIDANCE

This category is about preventing unnecessary churn by proactively solving issues and learning from any accounts we lose.

• Detect early signs of disengagement or dissatisfaction and intervene with customized support plans
• Offer support and structure when assistants are underperforming, or client expectations shift
• Work directly with assistants to improve performance or communication when necessary
• Suggest replacements or team changes in line with METEOR’s Lifetime Replacement Guarantee
• Run structured exit interviews for clients who cancel, and gather insights to inform future improvements
• Track all retention-related metrics including churn rate, activation milestones, and account recovery outcomes

EXPANSION & ADVOCACY

This category supports our long-term growth by identifying opportunities to grow client accounts and build loyal advocates.

• Track assistant utilization and performance to identify accounts ready for expansion
• Pitch additional assistants or service add-ons when clients are nearing full capacity
• Coordinate with Sales on contract adjustments and upsell opportunities
• Collect testimonials and referrals from highly satisfied clients
• Segment clients by expansion readiness and manage communication accordingly
• Track expansion metrics such as assistants-per-client and referral rate

Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

REQUIRED QUALIFICATIONS

• Minimum 3 years of experience in a Customer Success or Account Management role
• Minimum 3 years of experience as an Executive, Virtual, or Personal Assistant
• Proven experience building or optimizing client-facing processes or journeys
• Strong client relationship and communication skills (verbal and written)
• Experience coaching or supporting assistants or junior staff members
• Ability to manage multiple accounts and prioritize based on risk and opportunity
• Experience with reporting, dashboards, and account health tracking
• Proficiency with tools like Notion, CRMs, or customer success platforms
• Analytical thinking with an ability to turn qualitative and quantitative feedback into action
• High emotional intelligence and client empathy
• Must have own webcam, microphone, and computer (relevant software and subscriptions provided)
• Excellent English verbal and written language proficiency (C2 in CEFR Scale)
• Access to a quiet work area at home with reliable internet (100 Mbps or more)

PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS

• Experience working with U.S.-based clients or remote-first teams
• Familiarity with Customer Success frameworks (Coleman, Murphy, Eizips, etc.)
• Background in training or coaching assistants or junior staff
• Experience in startup or high-growth environments
• Basic understanding of talent acquisition, onboarding, or HR processes

ROLE SPECIFICATIONS

• Base Salary: Q12,000–Q15,000 per month (based on experience) + performance bonuses with client expansions.
• Role type: Full-time.
  
• Location: Guatemala (Remote - Work from home).
• Schedule: Monday–Friday 8:00 AM–5:00 PM + half-day on Saturdays

RECRUITING PROCESS

• Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.

• Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.

• Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.

• Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.

The entire process usually takes anywhere between 2-4 weeks to complete depending on the seniority of the position.

CONTACT US

If you have any questions or run into any complications while submitting your application, please reach out to:

recruitment@trymeteor.com

+502 4466 9652