Customer Success Manager

Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Philippines

Compensation: ₱50,000 - ₱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

As our Customer Success Manager, you'll be at the forefront of customer interactions, ensuring our clients receive maximum value from our services. You'll navigate the exciting world of virtual assistance, helping businesses optimize their operations and achieve their goals. With your keen problem-solving skills and data-driven approach, you'll turn client challenges into success stories.

The Impact You Will Make:

• Customer Relationship Management
  • Develop and maintain strong relationships with clients, and assistants, ensuring their satisfaction and success with our products or services.
    
    
• Account Management
  • Regularly review customer accounts, performance metrics, and goals to identify growth opportunities and upsell. Address and resolve customer issues promptly and effectively, coordinating with support teams to deliver solutions.
    
    
• Onboarding
  • Facilitate the onboarding process for new customers, providing comprehensive support to ensure a smooth transition and effective use of Magic’s services.
    
    
• Customer Advocacy
  • Act as the voice of the customer internally, advocating for their needs and collaborating with other departments to enhance the customer experience. Work closely with sales, marketing, and internal teams to align customer success efforts with business objectives.
    
    
• Retention and Growth
  • Work proactively to ensure customer retention and minimize churn by identifying at-risk accounts and implementing retention strategies. Proactively identify expansion opportunities and help showcase the value of Magic services.
    
    
• Feedback and Improvement
  • Gather customer feedback and work with the product and development teams to address concerns and improve the product offering. Analyze customer data to provide insights and recommendations, preparing regular reports on customer health and engagement metrics.

Skills, Knowledge and Expertise

Key Ingredients for Success:

• Proven experience in account management, relationship management, or customer success, in the B2B realm.
  • Solid business acumen and a thorough understanding of the B2B sales cycle.
  • Adept at fostering and managing relationships with US-based B2B clients, preferably within business consultancy or recruitment and staffing sectors.
• Experience engaging with top-tier clients (C+-level), showcasing your executive presence and exceptional communication skills.
• Proficiency in CRM software (e.g., HubSpot) to masterfully manage customer relationships and drive progress.
• Stellar interpersonal and communication skills that build trust, foster rapport, and create extraordinary client experiences.
• A self-motivated and results-driven attitude that fuels your passion for customer success and relationship management.
• A Bachelor's Degree in any field, showcasing your commitment to continuous learning and personal growth.

Your superpowers are…

• Enthusiastic learner, eager to be trained, mentored, and harnessed, continuously growing your skills and expanding your expertise. 
• Exceptional communication skills that captivate and inspire stakeholders, leaving a lasting impression.
• Strong analytical abilities to understand client needs and track progress, consistently driving toward success.
• Collaboration with cross-functional teams, harnessing collective expertise for remarkable customer outcomes.
• Impeccable organizational skills and unwavering attention to detail, ensuring nothing falls through the cracks.
• Flexible and adaptable, willing to work a schedule that aligns with client needs and business demands.

You should apply if… 

• You're passionate about cultivating lasting client relationships and have a stellar history of enhancing client satisfaction and loyalty in the B2B sector.
• Strategic thinking is second nature to you, and you're adept at proactively identifying new avenues for service expansion and client growth.
• You excel in dynamic environments, readily adapting to new challenges and swiftly responding to the changing needs of clients.
• Remote collaboration is your forte, with strong proficiency in leveraging contemporary communication tools and technology to drive success and efficiency.
•  You thrive on building and maintaining strong networks within B2B industries, leveraging these connections to create new opportunities. 

Why Magic?

Why Magic?

• Founded in San Francisco in 2015, we're a thriving global company with 200+ employees
• Venture-backed and rapidly growing in the AI-powered executive assistant space
• Opportunity to work directly with founders and key decision-makers
• Full remote work with flexible hours - design your ideal work-life balance
• Competitive salary and benefits package

Apply