Customer Success Manager

<h2>Customer Success Manager - Remote</h2><p><strong>Application Deadline: </strong>30 September 2026</p><p><strong>Department: </strong>Talent Team</p><p><strong>Employment Type: </strong>Full Time</p><p><strong>Location: </strong>Philippines</p><p><strong>Reporting To: </strong>Andrew Valle</p><p><strong>Compensation: </strong>₱60,000 - ₱80,000 / month</p><br><h2>Description</h2><div> <strong>Why does this role exist?</strong><br />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.<br /></div><div><strong>Your success directly translates to company growth. Every account retained and every expansion closed is a measurable outcome you own.</strong></div><div><strong><br />What's In It For You</strong></div><div> <br><strong><em>Compensation</em></strong> </div><ul> <li>Salary: ₱60,000–₱80,000 gross monthly</li> <li>Employment type: Permanent, Full-Time</li> <li>Fully remote, global</li> </ul><div><strong><em>Benefits</em></strong></div><ul> <li>HMO coverage (after regularization)</li> <li>12 vacation days + 10 sick days per year</li> <li>13th month pay</li> <li>SSS, PhilHealth, PAG-IBIG</li> <li>Paid training</li> </ul><div><strong><em>Growth Path</em></strong></div><ul> <li>CSM (0–12 months) → Senior CSM (12–24 months) → Team Lead / CS Manager (24–36 months) → CS Director (3+ years)</li> <li>Magic promotes from within — top performers move into leadership, enterprise accounts, and CS strategy</li> </ul><div><strong><br>What Winning Looks Like</strong></div><ul> <li>You maintain 90%+ gross revenue retention and 110%+ net revenue retention across your full book of business — consistently, not occasionally</li> <li>You spot at-risk accounts before clients say a word, and your save plans are already in motion</li> <li>You run QBRs that clients actually look forward to — data-driven, strategic, and action-oriented</li> <li>You identify expansion opportunities organically and build the business case without being prompted</li> <li>Your HubSpot is always clean — account health scores current, touchpoints logged, zero renewals sneaking up on you</li> </ul><br><h2>Core Responsibilities</h2><div><strong><em>Strategic Account Management &amp; Revenue Growth (40%)</em></strong></div><ul> <li>Own a portfolio of accounts segmented by size, health, and growth potential — prioritize ruthlessly</li> <li>Maintain 90% gross revenue retention and drive 110%+ NRR through proactive expansion identification and closure</li> <li>Navigate renewals 60–90 days before expiration; address concerns and negotiate terms before they become problems</li> <li>Facilitate comprehensive QBRs for enterprise and growth accounts with data-driven presentations on value delivered</li> </ul><div><strong><em>Customer Onboarding &amp; Enablement (25%)</em></strong></div><ul> <li>Execute Magic's 30-60-90 day onboarding framework for every new client; conduct kickoff calls within 24–48 hours of signing</li> <li>Build tailored success plans with specific milestones and success criteria for each client's business objectives</li> <li>Introduce clients to their remote workers and actively facilitate early relationship-building</li> </ul><div><strong><em>Relationship Management &amp; Communication (20%)</em></strong></div><ul> <li>Build trusted advisor relationships with C-suite executives, founders, and senior decision-makers</li> <li>Multi-thread across client organizations to reduce churn risk from champion departure</li> <li>Own escalations end-to-end — intake through resolution — coordinating cross-functionally to deliver results</li> </ul><div><strong><em>Data, Reporting &amp; Process Improvement (15%)</em></strong></div><ul> <li>Analyze usage data and behavioral patterns to predict churn risk and expansion potential</li> <li>Prepare monthly portfolio health reports tracking retention rate, NRR, CSAT, NPS, and QBR completion</li> <li>Document playbooks, identify process inefficiencies, and share learnings with the broader CSM team</li> </ul><div><br></div><br><h2>Required Experience</h2><div><strong>What You Bring</strong></div><ul> <li>3–5 years of B2B customer success or account management experience managing a portfolio of accounts simultaneously</li> <li>Direct ownership of revenue retention and expansion targets, with proven experience from onboarding through renewal</li> <li>US market experience — strong understanding of US business culture, SMB challenges, and executive communication norms</li> <li>HubSpot proficiency (or expert-level Salesforce with transferable skills) used daily for pipeline and health tracking</li> <li>Intermediate to advanced Excel/Google Sheets — pivot tables, VLOOKUP/INDEX MATCH, dashboards, trend analysis</li> <li>Strong English proficiency, written and spoken, at a level sufficient for daily C-level and Director-level client conversations<br /></li> </ul><div><strong>Your Superpowers</strong></div><div> <strong>Strategic Relationship Builder · Proactive Problem Solver · Data-Driven Thinker · Ownership Mentality · Resilient &amp; Adaptable · Cross-Functional Influencer<br></strong><br> </div><div><strong><br>Our Hiring Process</strong></div><div>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 &amp; CS → Background Check → Job Offer<br /></div><div><br></div><div><strong>The Reality</strong></div><div>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.<br /></div><div><strong><br>Before You Apply — Quick Gut Check</strong></div><ul> <li>Do you have 3–5 years of B2B customer success or account management experience with direct revenue retention accountability?</li> <li>Is your English strong enough for daily executive-level conversations with U.S.-based C-level and Director clients?</li> <li>Do you approach customer success as a revenue-driving function — not a reactive support role?</li> <li>Do you have a professional home office setup with high-speed internet (50+ Mbps), a headset, and a quiet environment right now?</li> </ul><div><strong><em>If that sounds like you, we'd love to hear from you.</em></strong></div><br><h2>About Magic</h2><div>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.</div><div></div>