Customer Success Specialist

Magic

2d•Remote

About The Position

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. Background Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital ) and over $30M in funding to date. We are fully remote across Asia and US time zones. Why does this role exist? When a client trusts Magic with their business, someone needs to make sure that trust is earned every single day. That’s you. This is a post-sale relationship role. You own a portfolio of client-assistant pairings — and you’re responsible for making those relationships work from day one. Not just answering tickets. Understanding what’s really going on, picking up the phone, building trust, and solving problems before they become reasons to leave. Your north star: client success. The assistant is the product. When it’s working, clients stay. When it’s not, you fix it. What Winning Looks Like A frustrated client emails in. You read the ticket, call within 30 minutes, listen first, probe the real issue, and act. A client goes quiet. You reach out before they submit a cancellation request — and you already have a plan. Your HubSpot notes tell a real story — not vague placeholders, but context anyone on the team can use. After 90 days, your manager isn’t worried about your accounts because you already flagged everything they would have flagged. Where This Role Goes As the Support team grows and portfolio sizes decrease, this role evolves into deeper strategic account ownership. Top performers have moved into our Customer Success team. We’re also actively building Senior Support roles for those who want to grow within the function. If you want to build something and grow with it, this is the right time.

Requirements

2+ years of client-facing experience handling US-based clients — escalations, retention conversations, ongoing account ownership (not just general customer service)
Proven track record managing multiple active accounts simultaneously without dropping threads
Fluent written and verbal English — comfortable on live calls with frustrated clients and in coaching sessions with assistants
Consistent night shift availability: 10 PM to 7 AM PHT (not your first time)
HubSpot proficiency (or equivalent CRM); comfortable working across multiple platforms daily

Responsibilities

Client Relationship Management Own a portfolio of 50+ client-assistant pairings. Know their goals, their workflows, and the health of each relationship.
Respond to client concerns with urgency — read the ticket, then pick up the phone within 30 minutes.
Run onboarding calls for new clients and facilitate introduction calls when assistants are replaced or added.
Conduct 30-day check-ins and proactive follow-ups to catch issues before they escalate.
Lead win-back conversations when clients signal they’re about to churn.
Assistant Support & Coaching Support assistants with task alignment, performance expectations, and scheduling.
Conduct regular feedback sessions and coach them toward growth.
Flag early signs of performance dips or potential resignation — and act before it becomes a client problem.
Operations & Documentation Manage and triage tickets daily with fast, personalized responses.
Keep HubSpot records clean, detailed, and useful — every interaction documented so any teammate can continue where you left off.
Identify support trends and surface root causes to leadership.