Customer Success Manager - Remote

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

•  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.

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

• 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
  
  

• 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

The Impact you'll make

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

•  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

Benefits

• Salary | ₱60,000 – ₱80,000 gross monthly
• Employment Type | Permanent – Full Time
• Workplace Type | Fully Remote
• Reporting To | Sr. CSM /Director of Customer Success

• 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

• 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