Night-Shift Client Success & Retention Lead

Magic, Inc; Philippines; On-site; PHP 386,000 - 462,000; Full time

Job summary

Magic, Inc in the Philippines is hiring a Client Retention Specialist to own a portfolio of client–assistant relationships and drive retention, win-back, and growth across accounts. You will spot early warning signs, contact clients by phone, and steer conversations toward renewed partnerships.

This full-time, night-shift role supports US-based clients, with a structured 4-week training program across two phases and KPI-driven performance from day one.

Qualifications

• 3+ years of client-facing experience in customer retention, account management, or customer support.
• Ability to manage multiple active client relationships simultaneously.
• Comfortable owning retention or renewal metrics and explaining movements.
• Fluent written and verbal English for live escalation calls and coaching.
• Reliable night-shift availability (10 PM–7 AM) with history of night shifts.

Responsibilities

• Own a portfolio of client–assistant relationships and monitor goals, workflows, and health of each pairing.
• Prevent churn by reading early signals and acting before issues escalate.
• Lead win-back and escalation conversations on live calls with empathy and a clear path forward.
• Drive client success through onboarding, 30-day check-ins, and follow-ups.
• Advocate for assistants with regular feedback and needs surfacing to leadership.
• Triage 30+ tickets daily with fast, personalized responses.
• Document every interaction in HubSpot for future reference.
• Partner with Operations, Finance, and Engineering on cross-functional issues.

Skills

Client-facing experience

English proficiency

CRM tools

Night shift experience

Tools

HubSpot

Job description

Magic, Inc in the Philippines is hiring a Client Retention Specialist to own a portfolio of client–assistant relationships and drive retention, win-back, and growth across accounts. You will spot early warning signs, contact clients by phone, and steer conversations toward renewed partnerships.

This full-time, night-shift role supports US-based clients, with a structured 4-week training program across two phases and KPI-driven performance from day one.