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,
Technical Tools
Customer Success ManagerCustomer
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.
Background
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.
The Customer Success Manager role at Magic is not a support function—it’s a strategic engine for revenue and retention. As a CSM, you are the architect of the post-sale customer journey, the guardian of customer lifetime value, and the bridge between client needs and Magic’s service delivery.
Your success directly translates to company growth. Your ability to nurture accounts, prevent churn, identify expansion opportunities, and transform satisfied clients into vocal advocates will be measured, celebrated, and rewarded.
The Challenge
Our clients are busy business owners and executives who need their remote workers to integrate seamlessly into their operations. They face challenges around communication, productivity measurement, task delegation, and maximizing ROI from their remote teams. You’ll navigate these complexities, serving as both strategic advisor and tactical problem-solver.
Our Hiring Process
Apply - Application + Pre-Qualifying Questions
HR 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 — Interview with Senior CSM
3rd Level Interview — 1-on-1 with Director of CS — demonstrate client relationship management, churn prevention strategy, and QBR presentation skills
Final Interview — 1-on-1 with Head of Sales & Customer Success
Background Check + Vetting
Job Offer
What Winning Looks Like
You maintain 90%+ gross revenue retention and consistently hit 110%+ net revenue retention across your book of business
You don’t wait for clients to complain—you spot at-risk accounts early and execute save plans before churn indicators fully surface
You run quarterly business reviews that clients actually look forward to—data-driven, strategic, and action-oriented
You identify expansion opportunities organically: a client using one VA who could benefit from an SDR, or a growing team that needs specialized support
You build trusted advisor relationships with C-suite executives and founders—they see you as a strategic partner, not just a service provider
You own the full post-sale journey—from onboarding kickoff to renewal negotiation—with zero handoff gaps
Your HubSpot is immaculate—account health scores are current, touchpoints are logged, and no renewal sneaks up on you
You proactively communicate updates, service enhancements, and industry insights to your clients without being asked
When escalations arise, you take ownership from intake to resolution and coordinate cross-functionally to deliver results
You contribute to team knowledge—sharing playbooks, best practices, and client feedback that elevates collective capabilities
Who This Role Is NOT For
You react to churn instead of preventing it—you wait for cancellation requests rather than monitoring leading indicators
You need a manager to tell you which accounts to prioritize every day
You treat renewals as administrative tasks rather than strategic conversations
You avoid difficult conversations with clients about underperformance or misaligned expectations
You don’t take the initiative to build relationships beyond your primary contact—if your champion leaves, the account is lost
You approach customer success as a support role rather than a revenue-driving function
You rely on gut feeling instead of data to assess account health and make strategic decisions
You only follow established playbooks without developing your own creative approaches to retention and expansion
You focus on activity metrics (calls made, emails sent) without connecting them to outcomes (retention, expansion, NPS)
You have a pattern of short tenures (under 1 year) without clear, substantiated reasons for each transition
You don’t have strong English proficiency for daily executive-level conversations with U.S.-based clients
You don’t have a professional home office setup right now with high-speed internet (50+ Mbps), a professional headset, and a quiet environment
