Customer Success Manager

Magic

14h • $60,000 - $80,000 • Remote

About The Position

The Customer Success Manager role at Magic is a strategic engine for revenue and retention. As a CSM, you are the architect of the post-sale customer journey, the guardian of customer lifetime value, and the bridge between client needs and Magic’s service delivery. Your success directly translates to company growth. Your ability to nurture accounts, prevent churn, identify expansion opportunities, and transform satisfied clients into vocal advocates will be measured, celebrated, and rewarded. Our clients are busy business owners and executives who need their remote workers to integrate seamlessly into their operations. They face challenges around communication, productivity measurement, task delegation, and maximizing ROI from their remote teams. You’ll navigate these complexities, serving as both strategic advisor and tactical problem-solver.

Requirements

• 3–5 years of customer success, account management, or customer-facing experience in a B2B environment, with a proven track record of managing multiple accounts simultaneously
• Direct responsibility for revenue retention and expansion targets, with demonstrated experience in customer lifecycle management from onboarding through renewal
• Deep understanding of B2B sales cycles, decision-making processes, and multi-stakeholder environments
• US market experience required—proven track record working with US-based companies, understanding US business culture, communication norms, and SMB challenges
• Demonstrated tenure stability—we value candidates who show commitment and growth within their roles rather than frequent lateral moves
• Hands-on experience with HubSpot CRM (or expert-level in Salesforce/similar with transferable skills). You’ll use it daily for tracking activities, pipeline, and forecasting revenue retention
• Intermediate to advanced Excel/Google Sheets proficiency—pivot tables, complex formulas (VLOOKUP, INDEX/MATCH, SUMIFS), dashboards, trend analysis, and extracting actionable insights
• Highly proficient with Zoom, Google Meet, Slack, Microsoft Teams, and project management tools (Asana, Trello, Monday.com). Comfortable managing complex meeting coordination across time zones
• Quick learner who can master new software platforms rapidly and help clients navigate technical issues or escalate appropriately
• Strong English proficiency required—both written and spoken—at a level sufficient for daily high-quality conversations and presentations with U.S.-based C-level and Director-level clients
• Ability to simplify complex topics, tailor messages for different audiences, and inspire confidence through clear, professional communication
• Able to provide specific, evidence-based examples when discussing past performance and customer success strategies
• You build authentic, trusted relationships quickly with diverse stakeholders—understanding who influences decisions and becoming a valued advisor, not just a friendly face
• You don’t wait for problems to escalate—you anticipate challenges and address them before they impact the customer, taking full ownership through resolution
• You balance gut instinct with hard data—looking for patterns in metrics, using data to inform strategy, and translating numbers into narrative for clients and leadership
• You’re driven by achievement and take personal pride in hitting retention and expansion targets without needing constant supervision
• You thrive in dynamic environments, pivot quickly when priorities shift, remain composed when clients are upset, and bounce back from setbacks without losing effectiveness
• You work effectively across Sales, Product, Operations, and Support to deliver comprehensive solutions—influencing others and advocating for client needs without direct authority
• You genuinely care about client outcomes and fight for what’s best for them—while balancing client advocacy with commercial awareness and company sustainability
• You own your book of business like it’s your own company—every account, every renewal, every escalation is personally yours to manage
• You position yourself as a strategic partner, not a service rep—diagnosing needs, advising on solutions, and earning trust through consistent value delivery
• Punctual, prepared, and presentable—your professionalism and executive presence are evident from the very first interaction
• Professional home office setup right now with high-speed internet (50+ Mbps), a professional headset, and a quiet environment

Nice To Haves

• SaaS/Tech: Subscription-based business models, usage-based billing, customer success frameworks
• Outsourcing/Staffing: Recruitment, talent placement, workforce management, contingent labor
• Professional Services: Consulting, business process outsourcing, managed services
• Marketplace Platforms: Two-sided marketplaces connecting service providers and clients
• Expert-level in Salesforce/similar with transferable skills

Responsibilities

• Own and manage a portfolio of several accounts, segmenting by size, growth potential, and health status to prioritize activities effectively
• Maintain a minimum 90% logo retention rate and achieve 110%+ net revenue retention through proactive identification and closure of expansion opportunities
• Identify clients with additional hiring needs, build business cases for service expansion demonstrating ROI, and present compelling upgrade paths
• Navigate contract renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively
• Monitor leading indicators of account health—login frequency, task assignment rates, communication patterns, remote worker utilization—and execute save plans for at-risk accounts
• Facilitate comprehensive QBRs with key stakeholders for enterprise and growth accounts, preparing data-driven presentations showcasing value delivered: time saved, cost efficiencies, productivity gains, and completed projects
• Execute Magic’s comprehensive 30-60-90 day onboarding framework for every new client, conducting personalized kickoff calls within 24–48 hours of contract signing
• Create detailed onboarding success plans with specific milestones, timelines, and success criteria tailored to each client’s business objectives
• Introduce clients to their assigned remote workers and facilitate initial relationship building to ensure seamless integration
• Build and maintain trusted advisor relationships with C-suite executives, founders, and senior decision-makers through clear communication, business acumen, and strategic thinking
• Develop relationships across multiple levels within client organizations—end users, department heads, C-suite —to reduce churn risk from champion departure
• Maintain regular touchpoints appropriate to account size and health; respond to client inquiries within 24 hours, urgent issues within 1 hour
• Serve as mediator and coach for optimal client-remote worker relationships, addressing performance concerns, communication gaps, or cultural differences diplomatically
• Act as the primary escalation point for client issues, coordinating with Operations, Support, Recruitment, and Leadership teams to drive resolution
• Analyze customer usage data, engagement metrics, and behavioral patterns to predict churn risk and expansion potential; create and maintain dashboards tracking key metrics
• Systematically gather qualitative and quantitative feedback, synthesize into actionable themes, and advocate for client needs in internal discussions about service enhancements
• Prepare monthly reports on portfolio health, retention metrics, expansion pipeline, and churn analysis; track individual KPIs, including retention rate, NRR, CSAT, NPS, and QBR completion
• Identify inefficiencies in customer success workflows, document best practices, create playbooks for common scenarios, and share learnings with the broader CSM team

Benefits

• Salary | ₱60,000 – ₱80,000 gross monthly
• Employment Type | Permanent – Full Time
• Workplace Type | Fully Remote
• Reporting To | Sr. CSM /Director of Customer Success
• Customer Success Manager (0–12 months): Master Magic’s product suite, build account management discipline, establish trusted advisor relationships across your portfolio
• Senior CSM (12–24 months): Consistently exceed retention targets, mentor new CSMs, and manage higher-value enterprise accounts
• Team Lead / CS Manager (24–36 months): Lead a pod of CSMs, own team retention targets, and contribute to customer success strategy
• CS Director (3+ years): Oversee customer success operations, drive retention and expansion strategy, partner with leadership on growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed