The applicant tracking system market is expanding fast. Grand View Research valued the global ATS market at $2.9 billion in 2024 and projects it to exceed $4.7 billion by 2030 as mid-market and enterprise employers replace legacy systems. That growth is creating a customer success and support challenge: more clients, more onboarding complexity, and more inbound tickets — without proportionally larger teams to manage them.
Onboarding New ATS Clients Is Administratively Intensive
When a new customer signs on to an ATS platform, the onboarding sequence involves collecting configuration requirements, scheduling discovery calls, coordinating access provisioning, distributing training materials, and managing the back-and-forth with IT and HR contacts at the client organization. According to a 2025 Totango B2B SaaS Benchmarks report, the average enterprise SaaS onboarding sequence involves 14 discrete touchpoints before a customer reaches first value.
Virtual assistants handle the logistics layer of this sequence. They gather intake information via structured forms, schedule kickoff calls, send pre-onboarding checklists, track which items are pending, and maintain the onboarding project calendar on behalf of the customer success manager. This allows CS managers to stay focused on strategic configuration decisions and relationship building while the VA ensures nothing in the process stalls.
Feature Training Scheduling Consumes Disproportionate CS Time
ATS platforms are feature-rich, and new customers typically require multiple training sessions covering job posting workflows, candidate pipeline management, interview scheduling integrations, reporting, and admin settings. Scheduling these sessions — especially across multi-location clients with multiple HR team members — is time-consuming and often falls to senior CS staff.
Virtual assistants take over training coordination entirely. They manage trainer availability calendars, send scheduling polls to client stakeholders, confirm session attendance, distribute pre-training guides, and send post-session follow-ups with recordings and next steps. When clients need to reschedule, the VA handles the logistics without involving the CS manager unless a relationship issue emerges.
A 2025 Gainsight Customer Success Benchmark Survey found that CS managers at mid-market SaaS companies spend an average of 31 percent of their time on scheduling and administrative coordination. Moving that work to a virtual assistant frees CS managers to carry larger books of business.
Support Ticket Triage Reduces Technical Team Overload
ATS support queues are a mix of simple questions ("how do I export candidates?"), configuration requests ("can we add a custom field?"), and genuine technical bugs. Without triage, technical support staff spend time on tickets that don't require their expertise. According to Zendesk's 2025 Customer Experience Trends Report, 42 percent of B2B SaaS support tickets are resolvable with existing knowledge base articles or simple guided instructions.
Virtual assistants serve as a first-line filter. When a ticket arrives, the VA reviews it, categorizes it by type, checks the knowledge base for applicable resolutions, and responds with guided instructions for straightforward issues. Tickets that require technical investigation or account-level access are escalated with a summary of what the VA already checked — cutting the time technical staff need to get up to speed.
For high-volume ATS vendors managing hundreds of simultaneous client accounts, this triage layer can reduce technical ticket volume by 30 to 40 percent while improving response times for customers with simpler questions.
Renewal Prep and Customer Health Monitoring
Beyond onboarding and support, ATS vendors need to stay ahead of renewal conversations. Virtual assistants track contract renewal dates, prepare renewal briefs summarizing usage data and open issues, and schedule renewal preparation calls 90 to 120 days in advance. They also maintain customer health logs by flagging accounts with low login activity or open support tickets that have been pending for more than a defined threshold.
This proactive administrative monitoring gives CS managers the signal to intervene before a customer reaches the renewal conversation disengaged or frustrated — a pattern that Gartner's 2025 SaaS Retention Study links to a 2.4x higher churn probability.
Scalable CS Without Linear Headcount Growth
ATS vendors competing for market share in a crowded category can't afford bloated CS headcounts. Virtual assistants provide a way to scale onboarding and support capacity without a proportional increase in full-time staff. Organizations partnering with Stealth Agents have used this model to support CS and support teams across growing customer bases while maintaining tight cost structures.
Sources
- Grand View Research, "Applicant Tracking System Market Report 2025"
- Totango, "B2B SaaS Benchmarks 2025"
- Gainsight, "Customer Success Benchmark Survey 2025"
- Zendesk, "Customer Experience Trends Report 2025"
- Gartner, "SaaS Retention Study 2025"