About this role
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 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