Application Deadline: 30 September 2026
Department: Talent Team
Employment Type: Full Time
Location: Philippines
Reporting To: Andrew Valle
Compensation: ₱60,000 - ₱80,000 / month
Description Why does this role exist?
This is an in-house Magic role — you'll be a Magic employee owning client relationships on behalf of the company, not a VA placed with a client. Magic's business runs on retention and expansion, and the CSM is the engine behind both. Our clients are busy founders and executives who need their remote workers to deliver real ROI — and they need a strategic partner who ensures that happens. You're not here to answer tickets. You're here to protect revenue, grow accounts, and turn satisfied clients into long-term advocates.
Your success directly translates to company growth. Every account retained and every expansion closed is a measurable outcome you own.
What's In It For You
Compensation
- Salary: ₱60,000–₱80,000 gross monthly
- Employment type: Permanent, Full-Time
- Fully remote, global
- HMO coverage (after regularization)
- 12 vacation days + 10 sick days per year
- 13th month pay
- SSS, PhilHealth, PAG-IBIG
- Paid training
- CSM (0–12 months) → Senior CSM (12–24 months) → Team Lead / CS Manager (24–36 months) → CS Director (3+ years)
- Magic promotes from within — top performers move into leadership, enterprise accounts, and CS strategy
What Winning Looks Like
- You maintain 90%+ gross revenue retention and 110%+ net revenue retention across your full book of business — consistently, not occasionally
- You spot at-risk accounts before clients say a word, and your save plans are already in motion
- You run QBRs that clients actually look forward to — data-driven, strategic, and action-oriented
- You identify expansion opportunities organically and build the business case without being prompted
- Your HubSpot is always clean — account health scores current, touchpoints logged, zero renewals sneaking up on you
Core ResponsibilitiesStrategic Account Management & Revenue Growth (40%)
- Own a portfolio of accounts segmented by size, health, and growth potential — prioritize ruthlessly
- Maintain 90% gross revenue retention and drive 110%+ NRR through proactive expansion identification and closure
- Navigate renewals 60–90 days before expiration; address concerns and negotiate terms before they become problems
- Facilitate comprehensive QBRs for enterprise and growth accounts with data-driven presentations on value delivered
- Execute Magic's 30-60-90 day onboarding framework for every new client; conduct kickoff calls within 24–48 hours of signing
- Build tailored success plans with specific milestones and success criteria for each client's business objectives
- Introduce clients to their remote workers and actively facilitate early relationship-building
- Build trusted advisor relationships with C-suite executives, founders, and senior decision-makers
- Multi-thread across client organizations to reduce churn risk from champion departure
- Own escalations end-to-end — intake through resolution — coordinating cross-functionally to deliver results
- Analyze usage data and beha