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.