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

• 3+ years of experience in Customer Success, Account Management, or Operations Management
• 1+ year of experience as an Operations Manager or leader of Supervisors, ideally in a remote or BPO setting
• Proven track record of leading and coaching team leaders or supervisors
• Strong client relationship management skills in a B2B environment
• Experience in scaling teams and optimizing processes for growth
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

• Leadership & Coaching – Ability to develop and elevate a team of leaders
• Strategic Thinking – Identifying opportunities for improvement and driving practical solutions
• Data-Driven Decision Making – Using metrics and analytics to guide performance management
• Operational Efficiency – Streamlining processes to enhance team performance and client outcomes
• Empathy & Influence – Building trust with clients and team members through authentic relationships

• You thrive in leadership roles and genuinely enjoy coaching others to success
• You are data-driven and consistently use insights to drive meaningful improvements
• You excel in fast-paced environments and can adapt quickly to change
• You want to make a significant impact in a growing, dynamic organization
• You're passionate about building and scaling high-performing teams

Benefits

• Work-from-home setup: Fully remote position with flexibility to work from your preferred location
• Working hours: Schedule aligned with our global team across US business hours, Tuesday to Saturday from 9 PM to 6 AM PHT (Philippine Standard Time)
• Salary range: Php 60,000 - 70,000 / per month
• Training program: Comprehensive onboarding and ongoing leadership development opportunities
• Growth potential: Clear pathway for advancement in a rapidly scaling organization

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