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Magic

Customer Success Manager - Remote

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About Magic

Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.

Background

Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.
Why does this role exist?

Our clients are busy founders and executives managing fast-growing teams. Once a client moves from a single VA to a team of three or more, they are handed to a CSM — because the relationship now has meaningful revenue, complexity, and growth potential attached to it.

A CSM at Magic is not a reactive point of contact. You are the person who calls before the client does. You are the one who spots the workload signal, proposes the next hire, builds the business case, and turns a $5,000-per-month account into a $20,000 one. You do this not by selling, but by knowing the client’s business better than they expect you to.

Your success directly translates to company growth. Every account retained and every expansion closed is a measurable outcome you own.

The CS Motion: What This Role Actually Requires
  • Proactive outreach - You reach out before the client does. When accounts are quiet, that is when you check in, align on goals, and explore what’s next — not when a cancellation request arrives.
  • Signal detection - You notice when email replies get shorter, when login frequency drops, when task volume shifts. You act on those signals immediately, not after they become churn indicators.
  • Growth orientation - You guide clients into expansion. You identify the gap between what they have and what they need, build the case using their own data, and make the recommendation feel inevitable — not salesy.
  • Account ownership - You own every renewal, every escalation, and every at-risk conversation. You do not wait to be told which accounts to prioritize. You know your book.
  • Client-business understanding - You learn your clients’ businesses deeply enough to spot problems they haven’t named yet. You position yourself as a strategic partner, not a service rep.
  • Assistant coaching - You work with Account Leads and Success Coaches on VA performance, but you are not removed from the VA relationship. When needed, you step in directly — and you know how to coach.

Our Hiring Process
  1. Apply - Application + Pre-Qualifying Questions
  2. HR Interview — 1-on-1 with Recruiting Team (communication skills, competencies assessment, and cultural fit)
    24-Hour Reflection Period — If we advance you, we’ll ask you to take 24 hours to seriously consider the strategic account management requirements, the human-powered (not AI-first) nature of our product, and the ownership and revenue accountability expectations of this role.
  3. 2nd Level Interview — Panel interview with Senior CSMs
  4. 3rd Level Interview — 1-on-1 with Director of CS — demonstrate client relationship management, churn prevention strategy, and QBR presentation skills
  5. Final Interview — 1-on-1 with Head of Sales & Customer Success
  6. Background Check + Vetting
  7. Job Offer

What Winning Looks Like
  • You maintain 99%+ gross revenue retention and consistently hit 102%+ net revenue retention (NRR) across your book of business
  • You don’t wait for clients to complain — you spot at-risk accounts early and execute save plans before churn indicators fully surface
  • You run quarterly business reviews that clients look forward to — data-driven, strategic, and action-oriented, not just status updates
  • You identify expansion opportunities through relationship depth: a client using one VA who needs an SDR, a growing team that needs specialized support, a founder whose workload signals they need three more hires
  • You build trusted advisor relationships with C-suite executives and founders — they see you as a strategic partner, not a service provider
  • You own the full post-sale journey from onboarding kickoff to renewal negotiation, with zero handoff gaps
  • Your HubSpot is immaculate — account health scores are current, touchpoints are logged, and no renewal ever catches you off guard
  • When accounts are quiet, you are still active: updating expected outcomes, confirming alignment, exploring growth opportunities, and making sure silence is not a risk signal
  • When escalations arise, you take full ownership from intake to resolution and coordinate cross-functionally to deliver results
  • You develop your own playbooks, trackers, and monitoring tools — you do not wait for a system to be handed to you

Who This Role Is NOT For
  • You react to churn instead of preventing it — you wait for cancellation requests rather than monitoring leading indicators
  • You need a manager to tell you which accounts to prioritize or when to reach out
  • You treat renewals as administrative tasks rather than strategic conversations
  • You avoid difficult conversations with clients about underperformance or misaligned expectations
  • You don’t build relationships beyond your primary contact — if your champion leaves, the account is at risk
  • You approach customer success as a support or operations function rather than a revenue-driving role
  • You rely on gut feeling instead of data to assess account health and make strategic decisions
  • You have done well managing VAs and internal teams, but you have limited experience owning client outcomes directly
Strategic Account Management & Revenue Growth (40% of role )
  • Own and manage a portfolio of accounts, segmented by size, growth potential, and health status
  • Maintain a minimum 99% logo retention and 102%+ NRR through proactive identification and closure of expansion opportunities
  • Track MRR retention and MRR growth across your book — you understand and can speak to the dollar value of every account
  • Monitor leading indicators of account health: login frequency, task assignment rates, communication patterns, VA utilization, and email engagement signals
  • Navigate renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively
  • Identify clients with additional hiring needs, build data-driven ROI cases for expansion, and guide clients toward solutions they haven’t yet articulated
  • Facilitate QBRs for growth and enterprise accounts with data-driven presentations showing value delivered: time saved, cost efficiencies, productivity gains
  • Assess quality of client outreach — not just frequency, but whether your touchpoints are generating alignment, trust, and forward momentum
Customer Onboarding & Enablement (25% of role)
  • Execute Magic’s 30-60-90 day onboarding framework for every new client, with personalized kickoff calls within 24–48 hours of contract signing
  • Create detailed success plans with specific milestones, timelines, and success criteria tailored to each client’s business objectives
  • Set the relationship tone in month one: weekly cadence with client, weekly sync with Account Lead at minimum, adjusting frequency based on what’s happening
  • Introduce clients to their assigned VAs and facilitate initial relationship building to ensure seamless integration
Relationship Management & Communication (20% of role)
  • Build trusted advisor relationships with C-suite executives, founders, and senior decision-makers through business acumen and strategic thinking
  • Multi-thread within client organizations — develop relationships at multiple levels so that a single champion's departure does not put the account at risk
  • Maintain regular touchpoints appropriate to account size and health; respond to client inquiries within 24 hours, urgent issues within 1 hour
  • Serve as mediator and coach for client-VA relationships — including direct VA coaching when Account Leads are unavailable or when escalation requires it
  • Take full ownership of escalations from intake to resolution, coordinating cross-functionally across Operations, Support, Recruitment, and Leadership
Data Analysis, Reporting & Process (15% of role)
  • Build and maintain your own account health trackers and dashboards — do not rely solely on what the company provides
  • Analyze customer usage data, engagement metrics, and behavioral patterns to predict churn risk and expansion potential
  • Prepare monthly reports on portfolio health, retention metrics, expansion pipeline, and churn analysis
  • Document your own playbooks for common scenarios and share learnings with the broader CSM team
  • Gather qualitative and quantitative client feedback, synthesize into actionable themes, and advocate for client needs internally
Required Experience (Non-Negotiable)
  • 3–5 years of customer success, account management, or client-facing experience in a B2B environment — with recent, hands-on client ownership (not team oversight)
  • Direct and personal responsibility for revenue retention and expansion targets — you can name the accounts, describe the interventions, and state the outcomes with specific numbers
  • Demonstrated proactive account management: you have examples of reaching out to clients before problems surfaced, not just after
  • Experience spotting and acting on early churn signals — engagement drops, communication shifts, usage patterns — and executing save plans independently
  • At least one expansion example where you identified the opportunity, built the case, managed client resistance, and closed the growth, not where the client came to you asking to grow
  • Experience managing the full post-sale journey: onboarding, health monitoring, QBRs, renewal negotiation
  • US market client experience — proven track record working directly with US-based business owners, founders, or executives
  • Strong English proficiency for daily executive-level conversations, written communication, and QBR presentations with US C-level clients
  • Stable and recent tenure — we value candidates with meaningful commitment within roles, not a pattern of short stints
Industry Background (Preferred)
  • SaaS/Tech: Subscription-based business models, usage-based billing, customer success frameworks
  • Outsourcing/Staffing: Recruitment, talent placement, workforce management, contingent labor
  • Professional Services: Consulting, business process outsourcing, managed services
  • Marketplace Platforms: Two-sided marketplaces connecting service providers and clients
Technical Requirements
  • CRM Mastery: Hands-on experience with HubSpot CRM (or expert-level in Salesforce/similar with transferable skills). You’ll use it daily for tracking activities, pipeline, and forecasting revenue retention
  • Data & Analytics: Intermediate to advanced Excel/Google Sheets proficiency—pivot tables, complex formulas (VLOOKUP, INDEX/MATCH, SUMIFS), dashboards, trend analysis, and extracting actionable insights
  • Communication Tools: Highly proficient with Zoom, Google Meet, Slack, Microsoft Teams, and project management tools (Asana, Trello, Monday.com). Comfortable managing complex meeting coordination across time zones
  • Technical Aptitude: Quick learner who can master new software platforms rapidly and help clients navigate technical issues or escalate appropriately
Communication & Executive Presence
  • Strong English proficiency required—both written and spoken—at a level sufficient for daily high-quality conversations and presentations with U.S.-based C-level and Director-level clients
  • Ability to simplify complex topics, tailor messages for different audiences, and inspire confidence through clear, professional communication
  • Able to provide specific, evidence-based examples when discussing past performance and customer success strategies
Your Superpowers
  • Strategic Relationship Builder: You build authentic, trusted relationships quickly with diverse stakeholders—understanding who influences decisions and becoming a valued advisor, not just a friendly face
  • Proactive Problem Solver: You don’t wait for problems to escalate—you anticipate challenges and address them before they impact the customer, taking full ownership through resolution
  • Data-Driven Thinker: You balance gut instinct with hard data—looking for patterns in metrics, using data to inform strategy, and translating numbers into narrative for clients and leadership
  • Results-Oriented: You’re driven by achievement and take personal pride in hitting retention and expansion targets without needing constant supervision
  • Resilient & Adaptable: You thrive in dynamic environments, pivot quickly when priorities shift, remain composed when clients are upset, and bounce back from setbacks without losing effectiveness
  • Cross-Functional Influencer: You work effectively across Sales, Product, Operations, and Support to deliver comprehensive solutions—influencing others and advocating for client needs without direct authority
  • Customer Advocate: You genuinely care about client outcomes and fight for what’s best for them—while balancing client advocacy with commercial awareness and company sustainability
  • Ownership Mentality: You own your book of business like it’s your own company—every account, every renewal, every escalation is personally yours to manage
  • Consultative Mindset: You position yourself as a strategic partner, not a service rep—diagnosing needs, advising on solutions, and earning trust through consistent value delivery
  • Polished Professional: Punctual, prepared, and presentable—your professionalism and executive presence are evident from the very first interaction
Your Offer
  • Salary | ₱60,000 – ₱80,000 gross monthly
  • Employment Type | Permanent – Full Time
  • Workplace Type | Fully Remote
  • Reporting To | Sr. CSM /Director of Customer Success
Your Growth Path
  • Customer Success Manager (0–12 months): Master Magic’s product suite, build account management discipline, establish trusted advisor relationships across your portfolio
  • Senior CSM (12–24 months): Consistently exceed retention targets, mentor new CSMs, and manage higher-value enterprise accounts
  • Team Lead / CS Manager (24–36 months): Lead a pod of CSMs, own team retention targets, and contribute to customer success strategy
  • CS Director (3+ years): Oversee customer success operations, drive retention and expansion strategy, partner with leadership on growth
Key Time Zone & Schedule Requirements
  • Work Schedule: 9-hour shifts following US business hours, usually between Monday to Friday, 9:00 AM – 6:00 PM Eastern Time
  • Schedule Flexibility: Flexibility for occasional evening/early morning calls for West Coast clients or urgent situations