Customer Success Manager - Remote

Employment: Full Time Workplace: Fully remote Compensation: ₱60,000 - ₱80,000 / month About Magic Backed by Y Combinator and Sequoia Capital, Magic has spent 10+ years connecting fast-growing businesses with top remote talent. Role Overview This is a full-time, in-house, permanent role with full benefits. You'll be a Magic employee owning client relationships on the company's behalf, not a VA placed with a client. Our clients are busy founders and executives who need remote workers to deliver real ROI, and they need a strategic partner to make that happen. You're not here to answer tickets. You're here to protect revenue, grow accounts, and turn happy clients into loud advocates. The pace is live and constant: client calls, escalations, and account health across a real portfolio, every single day, with no handoffs and no delays. Shift: US Eastern hours, 9:00 AM–6:00 PM ET, Monday to Friday (a 9-hour shift), with occasional early or late calls for West Coast clients or urgent situations. Fully remote, Philippines-based. Key Responsibilities Guard your book of business: own a portfolio of accounts sorted by size, health, and growth potential, and hold 90%+ gross revenue retention (GRR) and 110%+ net revenue retention (NRR). Those are the numbers you're graded on. Spot at-risk accounts before clients say a word. Start renewals 60–90 days out, and get save plans moving early. Launch every new client fast: kickoff call within 24–48 hours of signing, then Magic's 30-60-90 day onboarding framework, with a success plan tied to their business goals and an intro to their remote worker. Host quarterly business reviews (QBRs) clients actually look forward to: data-driven, strategic, action-oriented. Become the trusted advisor to founders and C-suite, and multi-thread across each client so one champion leaving doesn't sink the account. Hunt expansion opportunities and make the business case before anyone asks. Surface the story in the data: track churn risk and expansion signals, keep HubSpot clean, send a monthly portfolio health report (retention, NRR, CSAT, NPS, QBR completion), and own every escalation from intake to resolution. Qualifications & Technical Requirements 3+ years of B2B customer success or account management experience, juggling a portfolio of accounts at the same time Direct ownership of revenue retention and expansion targets across the full customer lifecycle from onboarding to renewal Background in SaaS/tech, outsourcing/staffing, professional services/BPO, or marketplace platforms HubSpot experience used daily for pipeline and account health (intermediate-to-expert Salesforce or a similar CRM also works) Intermediate-to-advanced Excel or Google Sheets: pivot tables, VLOOKUP/INDEX MATCH, dashboards, trend analysis Real US market experience: you know US business culture, SMB challenges, and how executives like to communicate Strong written and spoken English, good enough for daily conversations with US-based C-level and Director clients A professional home office: high-speed internet (50+ Mbps), a headset, and a quiet space Why You'll Be a Great Fit You treat customer success as a revenue function, not a help desk. You own the outcome, so you don't wait to be told an account is wobbling; you've already spotted it, and your save plan is moving. You're comfortable in a room with a founder or a C-suite exec, and you can plow through a messy escalation without losing the relationship. You read the data, find the story, and walk into every QBR with a point of view. You pitch expansion because the numbers back it up, not because a quota told you to. When something breaks, you adapt, get the right people in the room, and keep going. Application Process Application + pre-qualifying questions → HR interview (45 min) → 24-hour reflection period → Panel Interview with Senior CSMs → interview with CS Director → Final Interview with the Head of Sales & CS → Job Offer What's In It For You Compensation & Benefits ₱60,000–₱80,000 gross per month, permanent and full-time, fully remote (Philippines). HMO coverage after regularization, 12 vacation days and 10 sick days a year, 13th month pay, SSS, PhilHealth, and PAG-IBIG. We offer paid training and promote from within: top CSMs move into Senior CSM, Team Lead / CS Manager, and CS Director roles. Why Magic? We're an ambitious, driven team that plows through obstacles instead of waiting for perfect conditions. There's no hierarchy and no politics: you can talk to anyone, on any team, about anything. We respect each other's time, and we actually like working together. Magic is backed by Y Combinator and Sequoia Capital, with more than 10 years of connecting top remote talent with fast-growing businesses and 2,000+ remote workers worldwide.