Customer Success Manager - Remote

Job 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