Strategic Account Manager - Global Remote

Application Deadline: 1 August 2026

Department: Customer Success

Location: Global+

Compensation: ₱60,000 - ₱80,000 / 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

What You'll Do

As a Strategic Account Manager at Magic, you will own a portfolio of 10–15 VIP US accounts — founders, CEOs, and executives across SMBs and growth-stage companies. Your mandate is not account maintenance. It is account growth: retaining every dollar in your book, identifying the next opportunity for each client before they see it themselves, and building the kind of trust that turns a single contract into a long-term partnership.


The difference between a Strategic Account Manager and a typical CSM:

A typical CSM responds to client needs.
A Strategic Account Manager anticipates them.

A typical CSM waits for expansion signals.
A Strategic Account Manager creates the case for expansion before the client imagines it.

A typical CSM acts when clients churn.
A Strategic Account Manager spots the signal that churn is coming and acts weeks before.

Our Hiring Process

• Apply - Application + Pre-Qualifying Questions
• HR Interview — 1-on-1 with Recruiting Team (communication skills, competencies assessment, and cultural fit)
  24-Hour Reflection Period — If we advance you, we’ll ask you to take 24 hours to seriously consider the strategic account management requirements, the human-powered (not AI-first) nature of our product, and the ownership and revenue accountability expectations of this role.
• 2nd Level Interview — Panel interview with Senior CSMs
• 3rd Level Interview — 1-on-1 with Director of CS — demonstrate client relationship management, churn prevention strategy, and QBR presentation skills
• Final Interview — 1-on-1 with Head of Sales & Customer Success
• Background Check + Vetting
• Job Offer
  
  
  

Key Responsibilities

• Strategic Account Management & Revenue Growth (40% of role )
  • Own and manage a portfolio of accounts, segmented by size, growth potential, and health status
  • Maintain a minimum 99% logo retention and 102%+ NRR through proactive identification and closure of expansion opportunities
  • Track MRR retention and MRR growth across your book — you understand and can speak to the dollar value of every account
  • Monitor leading indicators of account health: login frequency, task assignment rates, communication patterns, VA utilization, and email engagement signals
  • Navigate renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively
  • Identify clients with additional hiring needs, build data-driven ROI cases for expansion, and guide clients toward solutions they haven’t yet articulated
  • Facilitate QBRs for growth and enterprise accounts with data-driven presentations showing value delivered: time saved, cost efficiencies, productivity gains
  • Assess quality of client outreach — not just frequency, but whether your touchpoints are generating alignment, trust, and forward momentum
• Customer Onboarding & Enablement (25% of role)
  • Execute Magic’s 30-60-90 day onboarding framework for every new client, with personalized kickoff calls within 24–48 hours of contract signing
  • Create detailed success plans with specific milestones, timelines, and success criteria tailored to each client’s business objectives
  • Set the relationship tone in month one: weekly cadence with client, weekly sync with Account Lead at minimum, adjusting frequency based on what’s happening
  • Introduce clients to their assigned VAs and facilitate initial relationship building to ensure seamless integration
• Relationship Management & Communication (20% of role)
  • Build trusted advisor relationships with C-suite executives, founders, and senior decision-makers through business acumen and strategic thinking
  • Multi-thread within client organizations — develop relationships at multiple levels so that a single champion's departure does not put the account at risk
  • Maintain regular touchpoints appropriate to account size and health; respond to client inquiries within 24 hours, urgent issues within 1 hour
  • Serve as mediator and coach for client-VA relationships — including direct VA coaching when Account Leads are unavailable or when escalation requires it
  • Take full ownership of escalations from intake to resolution, coordinating cross-functionally across Operations, Support, Recruitment, and Leadership
• Data Analysis, Reporting & Process (15% of role)
  • Build and maintain your own account health trackers and dashboards — do not rely solely on what the company provides
  • Analyze customer usage data, engagement metrics, and behavioral patterns to predict churn risk and expansion potential
  • Prepare monthly reports on portfolio health, retention metrics, expansion pipeline, and churn analysis
  • Document your own playbooks for common scenarios and share learnings with the broader CSM team
  • Gather qualitative and quantitative client feedback, synthesize into actionable themes, and advocate for client needs internally
    
    

Your Background

Required Experience (Non-Negotiable)

• 3–5 years of customer success, account management, or client-facing experience in a B2B environment — with recent, hands-on client ownership (not team oversight)
• Direct and personal responsibility for revenue retention and expansion targets — you can name the accounts, describe the interventions, and state the outcomes with specific numbers
• Demonstrated proactive account management: you have examples of reaching out to clients before problems surfaced, not just after
• Experience spotting and acting on early churn signals — engagement drops, communication shifts, usage patterns — and executing save plans independently
• At least one expansion example where you identified the opportunity, built the case, managed client resistance, and closed the growth, not where the client came to you asking to grow
• Experience managing the full post-sale journey: onboarding, health monitoring, QBRs, renewal negotiation
• US market client experience — proven track record working directly with US-based business owners, founders, or executives
• Strong English proficiency for daily executive-level conversations, written communication, and QBR presentations with US C-level clients
• Stable and recent tenure — we value candidates with meaningful commitment within roles, not a pattern of short stints

Industry Background (Preferred)

• SaaS/Tech: Subscription-based business models, usage-based billing, customer success frameworks
• Outsourcing/Staffing: Recruitment, talent placement, workforce management, contingent labor
• Professional Services: Consulting, business process outsourcing, managed services
• Marketplace Platforms: Two-sided marketplaces connecting service providers and clients

Technical Requirements

• CRM Mastery: Hands-on experience with HubSpot CRM (or expert-level in Salesforce/similar with transferable skills). You’ll use it daily for tracking activities, pipeline, and forecasting revenue retention
• Data & Analytics: Intermediate to advanced Excel/Google Sheets proficiency—pivot tables, complex formulas (VLOOKUP, INDEX/MATCH, SUMIFS), dashboards, trend analysis, and extracting actionable insights
• Communication Tools: Highly proficient with Zoom, Google Meet, Slack, Microsoft Teams, and project management tools (Asana, Trello, Monday.com). Comfortable managing complex meeting coordination across time zones
• Technical Aptitude: Quick learner who can master new software platforms rapidly and help clients navigate technical issues or escalate appropriately

Communication & Executive Presence

• Strong English proficiency required—both written and spoken—at a level sufficient for daily high-quality conversations and presentations with U.S.-based C-level and Director-level clients
• Ability to simplify complex topics, tailor messages for different audiences, and inspire confidence through clear, professional communication
• Able to provide specific, evidence-based examples when discussing past performance and customer success strategies

Your Superpowers

• Strategic Relationship Builder: You build authentic, trusted relationships quickly with diverse stakeholders—understanding who influences decisions and becoming a valued advisor, not just a friendly face
• Proactive Problem Solver: You don’t wait for problems to escalate—you anticipate challenges and address them before they impact the customer, taking full ownership through resolution
• Data-Driven Thinker: You balance gut instinct with hard data—looking for patterns in metrics, using data to inform strategy, and translating numbers into narrative for clients and leadership
• Results-Oriented: You’re driven by achievement and take personal pride in hitting retention and expansion targets without needing constant supervision
• Resilient & Adaptable: You thrive in dynamic environments, pivot quickly when priorities shift, remain composed when clients are upset, and bounce back from setbacks without losing effectiveness
• Cross-Functional Influencer: You work effectively across Sales, Product, Operations, and Support to deliver comprehensive solutions—influencing others and advocating for client needs without direct authority
• Customer Advocate: You genuinely care about client outcomes and fight for what’s best for them—while balancing client advocacy with commercial awareness and company sustainability
• Ownership Mentality: You own your book of business like it’s your own company—every account, every renewal, every escalation is personally yours to manage
• Consultative Mindset: You position yourself as a strategic partner, not a service rep—diagnosing needs, advising on solutions, and earning trust through consistent value delivery
• Polished Professional: Punctual, prepared, and presentable—your professionalism and executive presence are evident from the very first interaction
  
  

What's in it for you

Your Offer

• Salary | ₱60,000 – ₱80,000 gross monthly
• Employment Type | Permanent – Full-Time
• Workplace Type | Fully Remote
• Reporting To | Sr. CSM /Director of Customer Success

Your Growth Path

• Customer Success Manager (0–12 months): Master Magic’s product suite, build account management discipline, establish trusted advisor relationships across your portfolio
• Senior CSM (12–24 months): Consistently exceed retention targets, mentor new CSMs, and manage higher-value enterprise accounts
• Team Lead / CS Manager (24–36 months): Lead a pod of CSMs, own team retention targets, and contribute to customer success strategy
• CS Director (3+ years): Oversee customer success operations, drive retention and expansion strategy, partner with leadership on growth

Key Time Zone & Schedule Requirements

• Work Schedule: 9-hour shifts following US business hours, usually between Monday and Friday, 9:00 AM – 6:00 PM Eastern Time
• Schedule Flexibility: Flexibility for occasional evening/early morning calls for West Coast clients or urgent situations

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