Client Retention Lead, Full-time - Remote

Client Retention Lead, Full-time - 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. 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.As Magic grows, our clients depend on their virtual assistants to run smoothly — and those assistants need someone in their corner. You're that person. As a Client Retention Lead (internally Account Lead), you're the bridge between our clients and their EA teams, making sure both sides thrive. When your assistants excel, clients stay. When clients stay, Magic grows. This role exists because great EAs don't just need a manager — they need a coach who leads from the front, solves problems before they escalate, and builds the kind of team environment where people do their best work.The impact you'll make:Manage 15–20 virtual assistants across multiple clients simultaneouslyRun daily stand-ups and coach EAs in real-time when issues ariseBuild and execute personalized development plans for each team memberTrack performance metrics including response times, client satisfaction, and quality scoresJump in hands-on when clients need immediate support — you're a player-coach, not just a managerLead video calls with international clients (US, Australia) dailyPartner with clients to optimize EA workflows and stay ahead of their evolving needsManage smooth transitions during team changes, EA replacements, and client handoversDevelop and maintain SOPs for key EA functionsMonitor performance across HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse dailySupport client onboarding calls as needed and follow the handover SOP when accounts transition to a new ALFlag billing discrepancies and relay client billing questions to the billing team — you coordinate, not calculateMaintain clean, accurate records on all team and client activityUse technology proactively to solve problems and stay organizedScope note: Billing invoice calculations and elevated complexity accounts are supported by your AOM and the billing team. You're the first point of contact and coordinator — not the resolver.Skills, Knowledge and ExpertiseWhat You Bring:2+ years of hands-on VA or EA experience with international clients (US/AU preferred)1+ years of client success, B2B relationship management, and team coordination experienceComfortable operating across 6+ platforms daily and excited — not stressed — about learning new toolsProfessional-level English, written and verbalProven track record completing strict programs — bootcamps, certifications, structured trainingFull availability for overnight shift and 2-week intensive training with zero absencesYour Superpowers:Grit / "Plow" Mentality — you push through challenges with resourcefulness, not excusesLearning Agility — you learn fast under pressure, retain information, and apply feedback immediatelyCoachability — you take feedback without defensiveness and change behavior quicklyComfort with Ambiguity — you make judgment calls with incomplete information and don't freezeLeadership Instinct — you step up even when it's not officially your jobTech Savviness — you use technology naturally to solve problems and stay aheadTraining Reality (Read This):Schedule: Tuesday–Saturday, 2:00 AM – 11:00 AM PHTZero absences allowed (medical emergencies only with documentation)Maximum 2 tardies with a 5-minute grace periodMust maintain 70% overall score and pass every moduleOne retake per failed module — fail twice and training endsMiss a day in Modules 1–5: moved to the next batch. Miss a day in Modules 6–10: remedial session requiredWe're not trying to scare you. We're being upfront so there are no surprises on Day 1. We'd rather lose you here than Week 2 of training.Before You Apply — Ask Yourself:Can I commit exclusively to Magic? (No other VA/EA clients during training or production)Am I comfortable with 6+ tools daily — or does that sound overwhelming?Can I handle strict training requirements — zero absences, daily evaluations, performance pressure?Is the timing right? (No major life events, client transitions planned)Am I ready for the overnight shift? (9 PM – 6 AM, Monday–Friday)If you answered yes to all five — we want to hear from you. If you answered "maybe" or "I'll figure it out" to any of them — the timing might not be right yet, and that's okay.What's In It For You:Compensation:Gross package: ₱38,000 base + ₱3,833 non-taxable allowancesPerformance bonus: ₱4,000–10,000/month (depending on billed hours + quality targets)Total monthly potential: ₱44,000–52,000Benefits:HMO coverage (after 6 months)12 vacation days + 10 sick days per year13th month paySSS, PhilHealth, PAG-IBIGDesktop computer provided + full IT supportPaid TrainingGrowth Path:Successful Account Leads at Magic move into Operations Leadership, Training & Development, Enterprise Client Success, and Product Management. We promote from within.Why Magic?About Magic, IncMagic has connected top remote talent with fast-growing businesses for over 10 years. Founded in San Francisco in 2015, we now have thousands of remote workers around the world. Magic is backed by Sequoia Capital and Y Combinator. Apply NowDon't see the right role right now? Register your interest, and we'll reach out when something that fits comes up.Register Your Interest