Night-Shift Client Success Lead (Retention)

Magic, Inc; Taguig; On-site; PHP 402,000 - 469,000; Full time

Job summary

Magic is seeking a Client Retention Specialist in the Support department to own a portfolio of client‑assistant relationships, ensuring loyalty and growth for US‑based clients on a night shift schedule.

You will spot early warning signs, make tough calls on escalations, lead win‑back conversations, and conduct onboarding and 30‑day check‑ins while keeping records in HubSpot. This full‑time role requires 3+ years in retention, fluent English, and reliable night‑shift availability.

Qualifications

• 3+ years of client-facing experience in customer retention, account management, or customer support — documented save, churn‑prevention, or win‑back experience strongly preferred; US clients strongly preferred
• Proven ability to manage multiple active client relationships simultaneously without losing threads
• Fluent written and verbal English — equally confident on a live escalation call or a coaching conversation with an assistant
• Reliable night‑shift availability (10 PM–7 AM PHT) with a history of night‑shift work in previous roles
• Proficiency with CRM tools, HubSpot preferred
• Proactive and solutions‑oriented — you move on problems before they're assigned to you

Responsibilities

• Own a portfolio of client‑assistant relationships — know their goals, workflows, and health of each pairing at all times
• Prevent churn by reading early signals — dips in engagement, assistant friction, unresolved frustration — and acting before the client raises it
• Lead win‑back and escalation conversations yourself — on live calls, with empathy and a clear path forward
• Drive client success through onboarding sessions, 30‑day check‑ins, and recurring follow‑ups that keep both sides aligned
• Advocate for assistants — regular feedback sessions, coaching conversations, and surfacing their needs to internal leadership
• Triage 30+ tickets daily with fast, personalized responses — every client should feel a real person on the other end
• Document every interaction in HubSpot — detailed, accurate, useful to anyone who opens the record next
• Partner across Operations, Finance, and Engineering on anything that goes beyond your direct scope

Skills

Client relationship management

Night shift

English proficiency

CRM (HubSpot)

Tools

HubSpot

Job description

Magic is seeking a Client Retention Specialist in the Support department to own a portfolio of client‑assistant relationships, ensuring loyalty and growth for US‑based clients on a night shift schedule.

You will spot early warning signs, make tough calls on escalations, lead win‑back conversations, and conduct onboarding and 30‑day check‑ins while keeping records in HubSpot. This full‑time role requires 3+ years in retention, fluent English, and reliable night‑shift availability.