About this role
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. Check out Magic's Business Profile Know more about our Team via Magic's Careers Page What You'll Do As a Strategic Account Manager at Magic, you will own a portfolio of 10–15 VIP US accounts — founders, CEOs, and executives across SMBs and growth-stage companies. Your mandate is not account maintenance. It is account growth: retaining every dollar in your book, identifying the next opportunity for each client before they see it themselves, and building the kind of trust that turns a single contract into a long-term partnership. The difference between a Strategic Account Manager and a typical CSM: A typical CSM responds to client needs. A Strategic Account Manager anticipates them. A typical CSM waits for expansion signals. A Strategic Account Manager creates the case for expansion before the client imagines it. A typical CSM acts when clients churn. A Strategic Account Manager spots the signal that churn is coming and acts weeks before. 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 — Panel interview with Senior CSMs 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 Strategic Account Management & Revenue Growth ( 40% of role ) Own and manage a portfolio of accounts, segmented by size, growth potential, and health status Maintain a minimum 99% logo retention and 102%+ NRR through proactive identification and closure of expansion opportunities Track MRR retention and MRR growth across your book — you understand and can speak to the dollar value of every account Monitor leading indicators of account health: login frequency, task assignment rates, communication patterns, VA utilization, and email engagement signals Navigate renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively Identify clients with additional hiring needs, build data-driven ROI cases for expansion, and guide clients toward solutions they haven’t yet articulated Facilitate QBRs for growth and enterprise accounts with data-driven presentations showing value delivered: time saved, cost efficiencies, productivity gains Assess quality of client outreach — not just frequency, but whether your touchpoints are generating alignment, trust, and forward momentum Customer 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 signing Create detailed success plans with specific milestones, timelines, and success criteria tailored to each client’s business objectives Set the relationship tone in month one: weekly cadence with client, weekly sync with Account Lead at minimum, adjusting frequency based on what’s happening Introduce clients to their assigned VAs and facilitate initial relationship building to ensure seamless integration Relationship Management & Communication ( 20% of role) Build trusted advisor relationships with C-suite executives, founders, and senior decision-makers through business acumen and strategic thinking Multi-thread within client organizations — develop relationships at multiple levels so that a single champion's departure does not put the account at risk Maintain regular touchpoints appropriate to account size and health; respond to client inquiries within 24 hours, urgent issues within 1 hour Serve as mediator and coach for client-VA relationships — including direct VA coaching when Account Leads are unavailable or when escalation requires it Take full ownership of escalations from intake to resolution, coordinating cross-functionally across Operations, Support, Recruitment, and Leadership Data Analysis, Reporting & Process ( 15% of role) Build and maintain your own account health trackers and dashboards — do not rely solely on what the company provides Analyze customer usage data, engagement metrics, and behavioral patterns to predict churn risk and expansion potential Prepare monthly reports on portfolio health, retention metrics, expansion pipeline, and churn analysis Document your own playbooks for common scenarios and share learnings with the broader CSM team Gather qualitative and quantitative client feedback, synthesize into actionable themes, and advocate for client needs internally