Customer Success Manager

Customer Success Manager - Remote --------------------------------- **Application Deadline:** 30 September 2026 **Department:** Talent Team **Employment Type:** Full Time **Location:** Philippines **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.