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

• 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

• 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

• 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

• 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
  

• 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?

About Magic