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# Customer Success Manager

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[Apply for this job](#job-application)[View company](https://jobicy.com/company/magic.md)Share11 Aug 2026Published55Listing views3Application actions11 Sep 2026Apply before  Opportunity details

## About this role.

AI SummaryThe Customer Success Manager role at Magic is an in-house position focused on retaining and expanding client accounts for busy founders and executives. You will own a portfolio of accounts, drive revenue retention, and conduct QBRs, with a strong emphasis on proactive, data-driven customer success. The role requires 3-5 years of B2B experience, HubSpot proficiency, and excellent communication with US-based clients. It offers a competitive salary, benefits, and a clear growth path to leadership. Full-time remote based in the Philippines.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

4/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThis role demands 3-5 years of B2B customer success experience, direct ownership of revenue targets, and strategic account management, making it challenging but not extreme. The focus on retention and expansion requires a proven track record and proactive, high-level execution.

## Salary analysis

Estimated compensation compared with the broader PHP market for similar roles.

Estimated job medianMarket ratePHP840,000PHP market rangePHP600k–PHP1200k0PHP1320k

AI insightThe offered annual salary of ₱840,000 (₱60k-₱80k monthly) is competitive for the Philippine market, where CSM roles typically range from ₱600,000 to ₱1,200,000 depending on experience and clientele. This position also provides a comprehensive benefits package and clear career growth, making it an attractive opportunity.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Customer Success](https://jobicy.com/jobs?search_keywords=Customer%20Success.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[Revenue Retention](https://jobicy.com/jobs?search_keywords=Revenue%20Retention.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[HubSpot](https://jobicy.com/jobs?search_keywords=HubSpot.md)[QBR Facilitation](https://jobicy.com/jobs?search_keywords=QBR%20Facilitation.md)[Client Relationship Management](https://jobicy.com/jobs?search_keywords=Client%20Relationship%20Management.md)[Upselling](https://jobicy.com/jobs?search_keywords=Upselling.md)[Data Analysis](https://jobicy.com/jobs?search_keywords=Data%20Analysis.md)[SaaS Metrics](https://jobicy.com/jobs?search_keywords=SaaS%20Metrics.md)

Cover letter sampleDear Hiring Manager,

I am writing to express my interest in the Customer Success Manager position at Magic. With over 4 years of B2B customer success experience and a proven track record of driving revenue retention and expansion, I am excited to bring my strategic account management skills to your team. I have successfully managed portfolios of clients, conducted data-driven QBRs, and proactively identified growth opportunities. I am particularly drawn to Magic's focus on delivering real ROI for clients and its commitment to promoting from within. I would love to discuss how I can contribute to your retention and growth goals.

Copy   Sample interview questionsCan you share an example of how you turned a dissatisfied client into a loyal advocate?I once had a client who was frustrated with the remote worker's performance. I quickly acknowledged the issue, introduced a replacement, and personally oversaw the onboarding. I also scheduled weekly check-ins for a month. The client was so pleased that they expanded their team and increased their contract value.

How do you prioritize your time when managing multiple accounts with competing needs?

I use a health score for each account based on engagement, sentiment, and risk level. High-risk, high-value accounts get immediate attention, while healthy accounts receive scheduled touchpoints. I also segment my portfolio to focus on expansion potential.

Describe your process for conducting a successful QBR.

I prepare by analyzing usage data, CSAT scores, and goals from the previous quarter. During the meeting, I present metrics, highlight wins, and address challenges. I then create a joint action plan with the client and set clear next steps.

How do you handle a client who wants to cancel their contract?

I would immediately listen to their reasons, identify any unresolved issues, and propose a solution, such as adjusting the plan or adding more support. If they still wish to cancel, I ensure a smooth offboarding and leave the door open for future return.

What convinced you to focus your career on customer success?

I enjoy building long-term relationships and solving problems that drive tangible business value. Seeing customers achieve their goals through my guidance is deeply rewarding, and I find it exciting to contribute directly to revenue growth.

## 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

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

## 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

Customer Onboarding & Enablement (25%)
* 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

Relationship Management & Communication (20%)
* 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

Data, Reporting & Process Improvement (15%)
* 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

Your Superpowers Strategic Relationship Builder · Proactive Problem Solver · Data-Driven Thinker · Ownership Mentality · Resilient & Adaptable · Cross-Functional Influencer

Our Hiring ProcessApplication + 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 OfferThe RealityThis 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?

If that sounds like you, we’d love to hear from you.

## About Magic

Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training. We came out of Y Combinator in 2015, have grown to 1,000+ remote workers, and are backed by Sequoia Capital with over $30M in funding. Show more

[Apply now >](https://jobicy.com/jobs/150472-customer-success-manager-11.md)

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