Customer Success Manager

Customer Success Manager - Remote

Application Deadline: 30 September 2026

Department: Talent Team

Employment Type: Full Time

Reporting To: Andrew Valle

Compensation: ₱60,000 - ₱80,000 / month

Description

Why does this role exist?

This is an in-house Magic role — you'll be a Magic employee owning client relationships on behalf of the company, not a VA placed with a client. Magic's business runs on retention and expansion, and the CSM is the engine behind both. Our clients are busy founders and executives who need their remote workers to deliver real ROI — and they need a strategic partner who ensures that happens. You're not here to answer tickets.

You're here to protect revenue, grow accounts, and turn satisfied clients into long-term advocates.

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

What's In It For You

Compensation

• Salary: ₱60,000–₱80,000 gross monthly
• Employment type: Permanent, Full-Time
• Fully remote, global

Benefits

• HMO coverage (after regularization)
• 12 vacation days + 10 sick days per year
• 13th month pay
• SSS, PhilHealth, PAG-IBIG
• Paid training

Growth Path

• CSM (0–12 months) → Senior CSM (12–24 months) → Team Lead / CS Manager (24–36 months) → CS Director (3+ years)
• Magic promotes from within — top performers move into leadership, enterprise accounts, and CS strategy

What Winning Looks Like

• You maintain 90%+ gross revenue retention and 110%+ net revenue retention across your full book of business — consistently, not occasionally
• You spot at-risk accounts before clients say a word, and your save plans are already in motion
• You run QBRs that clients actually look forward to — data-driven, strategic, and action-oriented
• You identify expansion opportunities organically and build the business case without being prompted
• Your HubSpot is always clean — account health scores current, touchpoints logged, zero renewals sneaking up on you

Core Responsibilities

Strategic Account Management & Revenue Growth (40%)

• Own a portfolio of accounts segmented by size, health, and growth potential — prioritize ruthlessly
• Maintain 90% gross revenue retention and drive 110%+ NRR through proactive expansion identification and closure
• Navigate renewals 60–90 days before expiration; address concerns and negotiate terms before they become problems
• Facilitate comprehensive QBRs for enterprise and growth accounts with data-driven presentations on value delivered

Customer Onboarding & Enablement (25%)

• Execute Magic's 30-60-90 day onboarding framework for every new client; conduct kickoff calls within 24–48 hours of signing
• Build tailored success plans with specific milestones and success criteria for each client's business objectives
• Introduce clients to their remote workers and actively facilitate early relationship-building

Relationship Management & Communication (20%)

• Build trusted advisor relationships with C-suite executives, founders, and senior decision-makers
• Multi-thread across client organizations to reduce churn risk from champion departure
• Own escalations end-to-end — intake through resolution — coordinating cross-functionally to deliver results

Data, Reporting & Process Improvement (15%)

• Analyze usage data and behavioral patterns to predict churn risk and expansion potential
• Prepare monthly portfolio health reports tracking retention rate, NRR, CSAT, NPS, and QBR completion
• Document playbooks, identify process inefficiencies, and share learnings with the broader CSM team

Required Experience

What You Bring

• 3–5 years of B2B customer success or account management experience managing a portfolio of accounts simultaneously
• Direct ownership of revenue retention and expansion targets, with proven experience from onboarding through renewal
• US market experience — strong understanding of US business culture, SMB challenges, and executive communication norms
• HubSpot proficiency (or expert-level Salesforce with transferable skills) used daily for pipeline and health tracking
• Intermediate to advanced Excel/Google Sheets — pivot tables, VLOOKUP/INDEX MATCH, dashboards, trend analysis
• Strong English proficiency, written and spoken, at a level sufficient for daily C-level and Director-level client conversations

Your Superpowers

Strategic Relationship Builder · Proactive Problem Solver · Data-Driven Thinker · Ownership Mentality · Resilient & Adaptable · Cross-Functional Influencer

Our Hiring Process

Application + Pre-Qualifying Questions → HR Interview (45 min) → 24-Hour Reflection Period → Panel Interview with Senior CSMs → Interview with CS Leadership → Final Interview with Head of Sales & CS → Background Check → Job Offer

The Reality

This is a US-hours role. Your shift follows Eastern Time (9:00 AM–8:00 PM ET, Monday–Friday), with occasional flexibility for West Coast clients or urgent situations. You'll be running client calls, managing escalations, and tracking account health across a live portfolio — every single day. If you thrive on ownership and outcomes, this is the environment for you.

Before You Apply — Quick Gut Check

• Do you have 3–5 years of B2B customer success or account management experience with direct revenue retention accountability?
• Is your English strong enough for daily executive-level conversations with U.S.-based C-level and Director clients?
• Do you approach customer success as a revenue-driving function — not a reactive support role?
• Do you have a professional home office setup with high-speed internet (50+ Mbps), a headset, and a quiet environment right now?

If that sounds like you, we'd love to hear from you.

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. We came out of Y Combinator in 2015, have grown to 1,000+ remote workers, and are backed by Sequoia Capital with over $30M in funding.