Client Retention Specialist

Magic

12h

About The Position

Magic is hiring a Client Retention Specialist to own a portfolio of client-assistant relationships after clients have signed on and been matched with an assistant. This is a post-sale, retention-focused role with full account ownership. The specialist is accountable for client retention, growth, and satisfaction, and is expected to identify risks early, contact clients directly, lead difficult conversations, and win back clients at risk of leaving. The role supports US-based clients on a Monday–Friday, 10 PM–7 AM PHT schedule. Training lasts four weeks and includes Product & Skills training with shadowing and live-call listening, followed by Immersion with supervised live tickets and onboarding. KPIs are measured from day one. Training requires zero absences except documented medical emergencies and a score of at least 80% on daily assessments and mock calls to continue. The specialist handles onboarding, check-ins, follow-ups, escalations, assistant advocacy, and a daily ticket volume of 30 or more. Interactions must be documented in HubSpot, and the role involves coordination with Operations, Finance, and Engineering. The gross compensation package is up to ₱38,000 per month. Magic describes its work dynamic as friendly, collaborative, low-politics, and without hierarchy standing in the way.

Requirements

At least 3 years of client-facing experience in customer retention, account management, or customer support.
Fluent written and verbal English, with confidence in live escalation calls and assistant coaching conversations.
Reliable availability for the 10 PM–7 AM PHT night shift and a history of night-shift work in previous roles.
Ability to manage multiple active client relationships simultaneously.
Comfort owning retention or renewal metrics and explaining how they were improved.
Proficiency with CRM tools.
Proactive, solutions-oriented approach; act on problems before being assigned them.
During training, maintain zero absences except for documented medical emergencies and achieve at least 80% on daily assessments and mock calls.

Nice To Haves

Documented experience with customer saves, churn prevention, or win-back.
Experience supporting US clients.
Experience with HubSpot.

Responsibilities

Own a portfolio of client-assistant relationships and stay informed about client goals, workflows, and the health of each pairing.
Identify early indicators of churn, such as reduced engagement, assistant friction, or unresolved frustration, and take action before clients raise concerns.
Personally lead win-back and escalation conversations on live calls, using empathy and providing a clear path forward.
Support client success through onboarding sessions, 30-day check-ins, and recurring follow-ups.
Advocate for assistants through regular feedback sessions and coaching conversations, and communicate their needs to internal leadership.
Triage at least 30 tickets daily and provide fast, personalized responses.
Document every interaction accurately and usefully in HubSpot.
Partner with Operations, Finance, and Engineering on issues beyond the specialist's direct scope.