Customer Success Manager

Magic; United States; Remote; USD 11,000 - 15,000; Full time

Benefits offered by this job

HMO coverage

Vacation and sick days

13th month pay

SSS/PhilHealth/PAG-IBIG

Paid training

Job summary

Magic is seeking a Customer Success Manager to own a portfolio of accounts remotely for a global client base. This in-house role emphasizes retention and expansion, protecting revenue and driving growth across the full book of business.

You will manage onboarding, develop tailored success plans, and build trusted advisory relationships with executive stakeholders. The position is fully remote, global, with a clear path from CSM to leadership depending on performance.

Qualifications

• Experience managing strategic accounts and driving revenue growth.
• Ability to conduct data-driven QBRs with executive stakeholders.
• Strong relationship-building skills with C-suite and founders.

Responsibilities

• Own a portfolio of accounts and drive 90%+ gross revenue retention.
• Identify expansion opportunities and close expansions.
• Lead renewals 60–90 days before expiration with proactive risk mitigation.
• Conduct quarterly business reviews with data-driven value delivery.

Skills

Strategic account management

Revenue growth

QBR facilitation

Client relationship management

Tools

HubSpot

Job description

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

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)

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