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.

Customer Success Manager

Job Description