Customer Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take charge of a portfolio of accounts categorized by size, health, and growth potential.

• Achieve 90% gross revenue retention and drive net revenue retention of 110% or more by proactively identifying and closing expansion opportunities.

• Manage renewals 60–90 days before expiration; address any concerns and negotiate terms effectively.

• Conduct thorough QBRs with data-driven presentations highlighting the value delivered.

• Implement the 30-60-90 day onboarding framework and hold kickoff calls within 24–48 hours of contract signing.

• Develop customized success plans with specific milestones and success criteria.

• Connect clients with remote workers and support the early stages of relationship-building.

• Establish trusted advisor relationships with C-suite executives, founders, and senior decision-makers.

• Engage multiple contacts within client organizations to mitigate churn risk.

• Manage escalations from start to finish and collaborate across functions to achieve results.

• Analyze usage data and behavioral trends to forecast churn risk and identify expansion opportunities.

• Compile monthly portfolio health reports that track retention rates, NRR, CSAT, NPS, and QBR completion.

• Create documentation for playbooks, identify inefficiencies in processes, and share insights with the broader CSM team.

⛳️ Requirements

• 3–5 years of experience in B2B customer success or account management, overseeing a portfolio of accounts concurrently.

• Proven track record of direct responsibility for revenue retention and expansion objectives, from onboarding to renewal.

• Familiarity with the US market and comprehension of US business culture, including SMB challenges and norms of executive communication.

• Proficiency in HubSpot, or expert-level skills in Salesforce with transferable abilities, used daily for pipeline and health tracking.

• Intermediate to advanced skills in Excel/Google Sheets, including pivot tables, VLOOKUP/INDEX MATCH, dashboards, and trend analysis.

• Strong proficiency in English, both written and spoken, sufficient for daily interactions with C-level and Director-level clients.

• A professional home office setup featuring high-speed internet (50+ Mbps), a headset, and a quiet working environment.

• Availability for Eastern Time hours (9:00 AM–8:00 PM ET, Monday–Friday).

• Capability to manage client calls, escalations, and account health within a live portfolio.

🏝️ Benefits

• HMO coverage (after regularization).

• 12 vacation days + 10 sick days annually.

• 13th month pay.

• SSS, PhilHealth, PAG-IBIG.

• Paid training.

• Magic promotes from within — top performers advance into leadership, enterprise accounts, and CS strategy roles.