Customer Success Manager

Magic

13h•$60,000 - $80,000•Remote

About The Position

This is an in-house Magic role where you will be a Magic employee owning client relationships on behalf of the company. The company's business runs on retention and expansion, and the CSM is the engine behind both. 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. The role is not about answering tickets, but about protecting revenue, growing accounts, and turning satisfied clients into long-term advocates. Success directly translates to company growth, with every account retained and every expansion closed being a measurable outcome owned by the CSM.

Requirements

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.
Professional home office setup with high-speed internet (50+ Mbps), a headset, and a quiet environment.

Nice To Haves

Strategic Relationship Builder
Proactive Problem Solver
Data-Driven Thinker
Ownership Mentality
Resilient & Adaptable
Cross-Functional Influencer

Responsibilities

Own a portfolio of accounts segmented by size, health, and growth potential, prioritizing ruthlessly.
Maintain 90% gross revenue retention and drive 110%+ NRR through proactive expansion identification and closure.
Navigate renewals 60–90 days before expiration, addressing concerns and negotiating terms.
Facilitate comprehensive QBRs for enterprise and growth accounts with data-driven presentations on value delivered.
Execute Magic's 30-60-90 day onboarding framework for every new client, conducting 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.
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, from intake through resolution, coordinating cross-functionally.
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.