Account Lead Manager - Full-Time, Remote

Account Lead Manager - Full-Time, Remote

Department: Customer Success

Employment Type: Full Time

Location: Philippines

Reporting To: Andrew Valle / Alex Wilson

Compensation: ₱60,000 - ₱70,000 / month

Description

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

Why does this role exist?
The Account Lead Manager ensures our clients receive exceptional service by leading, coaching, and optimizing the performance of our Account Leads. This role is critical to driving client retention, revenue growth, and operational efficiency. We are hiring for this position to scale our leadership capabilities, strengthen client relationships, and improve overall team performance across our growing client base.

The Impact you'll make

Leadership & Team Development

• Coach Account Leads to enhance their leadership abilities and client management skills
• Provide regular performance feedback and development opportunities
• Foster a culture of excellence and continuous improvement among team members

Client Success & Retention

• Ensure Account Leads proactively manage client relationships and address potential risks
• Develop strategies to increase client satisfaction and loyalty
• Identify and capitalize on opportunities for account expansion

Operational Excellence

• Implement and optimize processes to improve efficiency and enhance the client experience
• Establish best practices for service delivery and quality assurance
• Develop systems to reduce churn and increase client lifetime value

Strategic Growth

• Partner with leadership to identify expansion opportunities within existing accounts
• Contribute insights to company-wide initiatives and product development
• Analyze market trends and competitive landscape to inform strategy

• Net Revenue Retention (NRR) – Demonstrated growth and retention of existing accounts
• Client Satisfaction (CSAT/NPS) – Consistent improvement in client feedback and relationship strength
• Account Lead Performance – Achievement of key team metrics including retention rates and expansion targets

Required Exeperience

• …