Customer Success Manager

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

Description

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)

- Magic promotes from within — top performers move into leadership, enterprise accounts, and CS strategy

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

- Multi-thread across client organizations to reduce churn risk from champion departure

- Own escalations end-to-end — intake through resolution — coordinating cross-functionally to deliver results

Data, Reporting & Process Improvement (15%)

- Analyze usage data and behavioral patterns to predict churn risk and expansion potential

- Prepare monthly portfolio health reports tracking retention rate, NRR, CSAT, NPS, and QBR completion

- Document playbooks, identify process inefficiencies, and share learnings with the broader CSM team

Required Experience
What You Bring

- 3–5 years of B2B customer success or account management experience managing a portfolio of accounts simultaneously

- Direct ownership of revenue retention and expansion targets, with proven experience from onboarding through renewal

- US market experience — strong understanding of US bus