Department: Customer Success

Location: Philippines

Compensation: 60,000 - 80,000 / month

Description

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.

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.

Check out Magic's Business Profile
Know more about our Team via Magic's Careers Page

Why does this role exist

The Client Relationship Manager role at Magic is not a support function—it's a strategic engine for revenue and retention. As a CRM, you are the architect of the post-sale client journey, the guardian of client lifetime value, and the bridge between client needs and Magic's service delivery.

In the competitive landscape of remote staffing and virtual assistance, client retention and expansion aren't just nice-to-haves—they're the lifeblood of our business model. Your success directly translates to company growth. Your ability to nurture relationships, prevent churn, identify expansion opportunities, and transform satisfied clients into vocal advocates will be measured, celebrated, and rewarded.

The Challenge

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 trusted advisor and tactical problem-solver.

Our Hiring Process

Application + Pre-Qualifying Questions
Apply — Application + Video Questions
HR Interview — 1-on-1 with Recruiting Team (communication skills, competencies assessment, and cultural fit)
24-Hour Reflection Period — If we advance you, we'll ask you to take 24 hours to seriously consider the strategic account management requirements, the human-powered (not AI-first) nature of our product, and the ownership and revenue accountability expectations of this role.
2nd Level Interview — Panel interview with Senior CSMs
3rd Level Interview — 1-on-1 with CS Leadership — demonstrate client relationship management, churn prevention strategy, and QBR presentation skills
Final Interview — 1-on-1 with Head of Sales & Customer Success
Background Check + Vetting
Job Offer

What Winning Looks Like

You maintain 90%+ gross revenue retention and consistently hit 110%+ net revenue retention across your book of business
You don't wait for clients to complain—you spot at-risk accounts early and execute save plans before churn indicators fully surface
You run quarterly business reviews that clients actually look forward to—data-driven, strategic, and action-oriented
You identify expansion opportunities organically: a client using one VA who could benefit from an SDR, or a growing team that needs specialized support
You build trusted advisor relationships with C-suite executives and founders—they see you as a strategic partner, not just a service provider
You own the full post-sale journey—from onboarding kickoff to renewal negotiation—with zero handoff gaps
Your HubSpot is immaculate—account health scores are current, touchpoints are logged, and no renewal sneaks up on you
You proactively communicate updates, service enhancements, and industry insights to your clients without being asked
When escalations arise, you take ownership from intake to resolution and coordinate cross-functionally to deliver results
You contribute to team knowledge—sharing playbooks, best practices, and client feedback that elevates collective capabilities

Who This Role Is NOT For

You react to churn instead of preventing it—you wait for cancellation requests rather than monitoring leading indicators
You need a manager to tell you which accounts to prioritize every day
You treat renewals as administrative tasks rather than strategic conversations
You avoid difficult conversations with clients about underperformance or misaligned expectations
You don't take the initiative to build relationships beyond your primary contact—if your champion leaves, the account is lost
You approach customer success as a support role rather than a revenue-driving function
You rely on gut feeling instead of data to assess account health and make strategic decisions
You only follow established playbooks without developing your own creative approaches to retention and expansion
You focus on activity metrics (calls made, emails sent) without connecting them to outcomes (retention, expansion, NPS)
You have a pattern of short tenures (under 1 year) without clear, substantiated reasons for each transition
You don't have strong English proficiency for daily executive-level conversations with U.S.-based clients
You don't have a professional home office setup right now with high-speed internet (50+ Mbps), a professional headset, and a quiet environment

Core Responsibilities

Strategic Account Management & Revenue Growth (40%)

Portfolio Ownership: Own and manage a portfolio of several accounts, segmenting by size, growth potential, and health status to prioritize activities effectively
Revenue Retention: Maintain a minimum 99% logo retention rate and achieve 102%+ net revenue retention through proactive identification and closure of expansion opportunities
Expansion Selling: Identify clients with additional hiring needs, build business cases for service expansion demonstrating ROI, and present compelling upgrade paths
Renewal Management: Navigate contract renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively
Health Monitoring: Monitor leading indicators of account health—login frequency, task assignment rates, communication patterns, remote worker utilization—and execute save plans for at-risk accounts
Quarterly Business Reviews: 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

Client Onboarding & Enablement (25%)

Structured Onboarding: 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
Success Planning: Create detailed onboarding success plans with specific milestones, timelines, and success criteria tailored to each client's business objectives
Relationship Facilitation: Introduce clients to their assigned remote workers and facilitate initial relationship building to ensure seamless integration

Relationship Management & Communication (20%)

Executive Relationships: Build and maintain trusted advisor relationships with C-suite executives, founders, and senior decision-makers through clear communication, business acumen, and strategic thinking
Multi-Threading: Develop relationships across multiple levels within client organizations—end users, department heads, C-suite —to reduce churn risk from champion departure
Communication Cadence: Maintain regular touchpoints appropriate to account size and health; respond to client inquiries within 24 hours, urgent issues within 1 hour
Client-Assistant Management: Serve as mediator and coach for optimal client-remote worker relationships, addressing performance concerns, communication gaps, or cultural differences diplomatically
Escalation Ownership: Act as the primary escalation point for client issues, coordinating with Operations, Support, Recruitment, and Leadership teams to drive resolution

Data Analysis, Reporting & Continuous Improvement (15%)

Data-Driven Management: Analyze customer usage data, engagement metrics, and behavioral patterns to predict churn risk and expansion potential; create and maintain dashboards tracking key metrics
Voice of Customer: Systematically gather qualitative and quantitative feedback, synthesize into actionable themes, and advocate for client needs in internal discussions about service enhancements
Performance Reporting: 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
Process Optimization: Identify inefficiencies in customer success workflows, document best practices, create playbooks for common scenarios, and share learnings with the broader CSM team

What You Bring

Required Experience (Non-Negotiable)

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

Industry Background (Preferred)

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

Technical Requirements

CRM Mastery: 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
Data & Analytics: Intermediate to advanced Excel/Google Sheets proficiency—pivot tables, complex formulas (VLOOKUP, INDEX/MATCH, SUMIFS), dashboards, trend analysis, and extracting actionable insights
Communication Tools: 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
Technical Aptitude: Quick learner who can master new software platforms rapidly and help clients navigate technical issues or escalate appropriately

Communication & Executive Presence

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

Your Superpowers

Strategic Relationship Builder: You build authentic, trusted relationships quickly with diverse stakeholders—understanding who influences decisions and becoming a valued advisor, not just a friendly face
Proactive Problem Solver: You don't wait for problems to escalate—you anticipate challenges and address them before they impact the customer, taking full ownership through resolution
Data-Driven Thinker: 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
Results-Oriented: You're driven by achievement and take personal pride in hitting retention and expansion targets without needing constant supervision
Resilient & Adaptable: You thrive in dynamic environments, pivot quickly when priorities shift, remain composed when clients are upset, and bounce back from setbacks without losing effectiveness
Cross-Functional Influencer: You work effectively across Sales, Product, Operations, and Support to deliver comprehensive solutions—influencing others and advocating for client needs without direct authority
Customer Advocate: You genuinely care about client outcomes and fight for what's best for them—while balancing client advocacy with commercial awareness and company sustainability
Ownership Mentality: You own your book of business like it's your own company—every account, every renewal, every escalation is personally yours to manage
Consultative Mindset: You position yourself as a strategic partner, not a service rep—diagnosing needs, advising on solutions, and earning trust through consistent value delivery
Polished Professional: Punctual, prepared, and presentable—your professionalism and executive presence are evident from the very first interaction

Before You Apply — Ask Yourself

Do I have 3–5 years of B2B customer success or account management experience managing a portfolio of accounts
Have I been directly responsible for revenue retention and expansion targets
Am I genuinely excited about a human-powered outsourcing model, not just looking for a pure SaaS customer success role
Do I approach customer success as a strategic, revenue-driving function rather than a reactive support role
Is my English proficiency strong enough for daily executive-level conversations with U.S.-based clients
Am I genuinely curious about this specific role and how I'd contribute to Magic's growth
Do I have a track record of tenure stability, or can I clearly explain my career transitions
Can I provide specific, evidence-based examples of retention wins, churn saves, and expansion deals
Am I proactive enough to monitor account health and act before churn indicators appear
Do I have a professional home office setup with high-speed internet, a headset, and a quiet environment right now

If you answered yes to all ten, we want to hear from you. If you answered maybe or I'll figure it out to any of them, the timing might not be right yet, and that's okay.

What's in it for you

Your Offer

Salary | 60,000 – 80,000 gross monthly
Employment Type | Permanent – Full Time
Location | Global, Remote
Workplace Type | Fully Remote
Reporting To | Director of Customer Success / CS Leadership

Your Growth Path

Client Relationship Manager (0–12 months): Master Magic's product suite, build account management discipline, establish trusted advisor relationships across your portfolio
Senior CRM (12–24 months): Consistently exceed retention targets, mentor new CSMs, and manage higher-value enterprise accounts
Team Lead / CR Manager (24–36 months): Lead a pod of CSMs, own team retention targets, and contribute to customer success strategy
CR Director (3+ years): Oversee customer success operations, drive retention and expansion strategy, partner with leadership on growth

Key Time Zone & Schedule Requirements

Work Schedule: 9-hour shifts following US business hours usually between Monday to Friday, ,9:00 AM – 8:00 PM Eastern Time
Schedule Flexibility: Flexibility for occasional evening/early morning calls for West Coast clients or urgent situations