Customer Success Manager
Magic · Philippines · 720k – 960k · posted today ago
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About this role
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
- HMO coverage (after regularization)
- 12 vacation days + 10 sick days per year
- 13th month pay
- SSS, PhilHealth, PAG-IBIG
- Paid training
- 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
- 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
- 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
- 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 business culture, SMB challenges, and executive communication norms
- HubSpot proficiency (or expert-level Salesforce with transferable skills) used daily for pipeline and health tracking
- Intermediate to advanced Excel/Google Sheets — pivot tables, VLOOKUP/INDEX MATCH, dashboards, trend analysis
- Strong English proficiency, written and spoken, at a level sufficient for daily C-level and Director-level client conversations
Our Hiring Process Application + Pre-Qualifying Questions → HR Interview (45 min) → 24-Hour Reflection Period → Panel Interview with Senior CSMs → Interview with CS Leadership → Final Interview with Head of Sales & CS → Background Check → Job Offer
The Reality This is a US-hours role. Your shift follows Eastern Time (9:00 AM–8:00 PM ET, Monday–Friday), with occasional flexibility for West Coast clients or urgent situations. You'll be running client calls, managing escalations, and tracking account health across a live portfolio — every single day. If you thrive on ownership and outcomes, this is the environment for you.
Before You Apply — Quick Gut Check
- Do you have 3–5 years of B2B customer success or account management experience with direct revenue retention accountability?
- Is your English strong enough for daily executive-level conversations with U.S.-based C-level and Director clients?
- Do you approach customer success as a revenue-driving function — not a reactive support role?
- Do you have a professional home office setup with high-speed internet (50+ Mbps), a headset, and a quiet environment right now?
