Customer Success Manager - Remote

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.