Customer Success Manager - Remote

Customer Success Manager - RemoteMagic 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.Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.Our clients are busy founders and executives managing fast-growing teams. Once a client moves from a single VA to a team of three or more, they are handed to a CSM — because the relationship now has meaningful revenue, complexity, and growth potential attached to it. A CSM at Magic is not a reactive point of contact. You are the person who calls before the client does. You are the one who spots the workload signal, proposes the next hire, builds the business case, and turns a $5,000-per-month account into a $20,000 one. You do this not by selling, but by knowing the client's business better than they expect you to.Your success directly translates to company growth. Every account retained and every expansion closed is a measurable outcome you own.Proactive outreach - You reach out before the client does. When accounts are quiet, that is when you check in, align on goals, and explore what's next — not when a cancellation request arrives.Signal detection - You notice when email replies get shorter, when login frequency drops, when task volume shifts. You act on those signals immediately, not after they become churn indicators.Growth orientation - You guide clients into expansion. You identify the gap between what they have and what they need, build the case using their own data, and make the recommendation feel inevitable — not salesy.Account ownership - You own every renewal, every escalation, and every at-risk conversation. You do not wait to be told which accounts to prioritize. You know your book.Client-business understanding - You learn your clients' businesses deeply enough to spot problems they haven't named yet. You position yourself as a strategic partner, not a service rep.Assistant coaching - You work with Account Leads and Success Coaches on VA performance, but you are not removed from the VA relationship. When needed, you step in directly — and you know how to coach.The hiring process includes:Apply - Application + Pre-Qualifying QuestionsHR Interview — 1-on-1 with Recruiting Team (communication skills, competencies assessment, and cultural fit) 24-Hour Reflection Period — If we advance you, we'll ask you to take 24 hours to seriously consider the strategic account management requirements, the human-powered (not AI-first) nature of our product, and the ownership and revenue accountability expectations of this role.2nd Level Interview — Panel interview with Senior CSMs3rd Level Interview — 1-on-1 with Director of CS — demonstrate client relationship management, churn prevention strategy, and QBR presentation skillsFinal Interview — 1-on-1 with Head of Sales & Customer SuccessBackground Check + VettingJob OfferWhat winning looks like:You maintain 99%+ gross revenue retention and consistently hit 102%+ net revenue retention (NRR) across your book of businessYou don't wait for clients to complain — you spot at-risk accounts early and execute save plans before churn indicators fully surfaceYou run quarterly business reviews that clients look forward to — data-driven, strategic, and action-oriented, not just status updatesYou identify expansion opportunities through relationship depth: a client using one VA who needs an SDR, a growing team that needs specialized support, a founder whose workload signals they need three more hiresYou build trusted advisor relationships with C-suite executives and founders — they see you as a strategic partner, not a service providerYou own the full post-sale journey from onboarding kickoff to renewal negotiation, with zero handoff gapsYour HubSpot is immaculate — account health scores are current, touchpoints are logged, and no renewal ever catches you off guardWhen accounts are quiet, you are still active: updating expected outcomes, confirming alignment, exploring growth opportunities, and making sure silence is not a risk signalWhen escalations arise, you take full ownership from intake to resolution and coordinate cross-functionally to deliver resultsYou develop your own playbooks, trackers, and monitoring tools — you do not wait for a system to be handed to youWho this role is not for:You react to churn instead of preventing it — you wait for cancellation requests rather than monitoring leading indicatorsYou need a manager to tell you which accounts to prioritize or when to reach outYou treat renewals as administrative tasks rather than strategic conversationsYou avoid difficult conversations with clients about underperformance or misaligned expectationsYou don't build relationships beyond your primary contact — if your champion leaves, the account is at riskYou approach customer success as a support or operations function rather than a revenue-driving roleYou rely on gut feeling instead of data to assess account health and make strategic decisionsYou have done well managing VAs and internal teams, but you have limited experience owning client outcomes directlyThe impact you'll make:Strategic Account Management & Revenue Growth (40% of role)Own and manage a portfolio of accounts, segmented by size, growth potential, and health statusMaintain a minimum 99% logo retention and 102%+ NRR through proactive identification and closure of expansion opportunitiesTrack MRR retention and MRR growth across your book — you understand and can speak to the dollar value of every accountMonitor leading indicators of account health: login frequency, task assignment rates, communication patterns, VA utilization, and email engagement signalsNavigate renewals 60–90 days before expiration, addressing concerns and negotiating terms proactivelyIdentify clients with additional hiring needs, build data-driven ROI cases for expansion, and guide clients toward solutions they haven't yet articulatedFacilitate QBRs for growth and enterprise accounts with data-driven presentations showing value delivered: time saved, cost efficiencies, productivity gainsAssess quality of client outreach — not just frequency, but whether your touchpoints are generating alignment, trust, and forward momentumCustomer Onboarding & Enablement (25% of role)Execute Magic's 30-60-90 day onboarding framework for every new client, with personalized kickoff calls within 24–48 hours of contract signingCreate detailed success plans with specific milestones, timelines, and success criteria tailored to each client's business objectivesSet the relationship tone in month one: weekly cadence with client, weekly sync with Account Lead at minimum, adjusting frequency based on what's happeningIntroduce clients to their assigned VAs and facilitate initial relationship building to ensure seamless integrationRelationship Management & Communication (20% of role)Build trusted advisor relationships with C-suite executives, founders, and senior decision-makers through business acumen and strategic thinkingMulti-thread within client organizations — develop relationships at multiple levels so that a single champion's departure does not put the account at riskMaintain regular touchpoints appropriate to account size and health; respond to client inquiries within 24 hours, urgent issues within 1 hourServe as mediator and coach for client-VA relationships — including direct VA coaching when Account Leads are unavailable or when escalation requires itTake full ownership of escalations from intake to resolution, coordinating cross-functionally across Operations, Support, Recruitment, and LeadershipData Analysis, Reporting & Process (15% of role)