Customer Success Manager

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Magic is a frictionless way to plug in thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team members—like magic.

📋 Description

• Own and manage a portfolio of accounts, segmented by size, growth potential, and health status • Maintain a minimum 99% logo retention and 102%+ NRR through proactive identification and closure of expansion opportunities • Track MRR retention and MRR growth across your book — you understand and can speak to the dollar value of every account • Monitor leading indicators of account health: login frequency, task assignment rates, communication patterns, VA utilization, and email engagement signals • Navigate renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively • Identify clients with additional hiring needs, build data-driven ROI cases for expansion, and guide clients toward solutions they haven’t yet articulated • Facilitate QBRs for growth and enterprise accounts with data-driven presentations showing value delivered: time saved, cost efficiencies, productivity gains • Assess quality of client outreach — not just frequency, but whether your touchpoints are generating alignment, trust, and forward momentum

🎯 Requirements

• 3–5 years of customer success, account management, or client-facing experience in a B2B environment — with recent, hands-on client ownership (not team oversight) • Direct and personal responsibility for revenue retention and expansion targets — you can name the accounts, describe the interventions, and state the outcomes with specific numbers • Demonstrated proactive account management: you have examples of reaching out to clients before problems surfaced, not just after • Experience spotting and acting on early churn signals — engagement drops, communication shifts, usage patterns — and executing save plans independently • At least one expansion example where you identified the opportunity, built the case, managed client resistance, and closed the growth, not where the client came to you asking to grow • Experience managing the full post-sale journey: onboarding, health monitoring, QBRs, renewal negotiation • US market client experience — proven track record working directly with US-based business owners, founders, or executives • Strong English proficiency for daily executive-level conversations, written communication, and QBR presentations with US C-level clients • Stable and recent tenure — we value candidates with meaningful commitment within roles, not a pattern of short stints.

🏖️ 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