Strategic Overview
Customer Success Manager at Magic is a sales-support opportunity centered on the specialist responsibilities and outcomes described in the employer's listing.
The published role emphasizes work such as 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.
The role is listed for Philippines with remote working arrangement, giving candidates the practical context needed to assess fit before applying. Relevant signals in the listing include Customer Support & Success, Midweight.
Key information at a glance
About This Role
Application Deadline: 30 September 2026
Compensation: ₱60,000 - ₱80,000 / month
Key Responsibilities & Objectives
- 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
Required Qualifications & Candidate Blueprint
- 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
Salary & Benefits
Published compensation: PHP 720,000 – 960,000 / yearly
- 12 vacation days + 10 sick days per year
- Your HubSpot is always clean — account health scores current, touchpoints logged, zero renewals sneaking up on you
- Own a portfolio of accounts segmented by size, health, and growth potential — prioritize ruthlessly
- Prepare monthly portfolio health reports tracking retention rate, NRR, CSAT, NPS, and QBR completion
- HubSpot proficiency (or expert-level Salesforce with transferable skills) used daily for pipeline and health tracking
Full Job Description
The following is the complete job description supplied by the source. We sanitize unsafe markup and remove external links, but do not shorten or rewrite the employer's source content.
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
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.
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
- 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
Our Hiring Process
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?
About Magic
Editor’s Market Perspective (Our Custom Analysis)
Why This Position Matters
This sales-support opening is a useful opportunity for candidates whose experience matches Customer Support & Success, Midweight. Its strongest career signal is the scope of the work itself — particularly Own a portfolio of accounts segmented by size, health, and growth potential — prioritize ruthlessly — rather than a generic title alone.
Resume & Application Strategy
For the application, mirror the employer's language where it truthfully matches your background: foreground Customer Support & Success, Midweight, quantify outcomes from comparable work, and place the most relevant experience near the top of the resume. If the listing specifies tools, platforms, leadership scope, or domain experience, use those exact terms in context instead of presenting an unrelated keyword list.
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