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.
Our clients are busy founders and executives managing fast-growing teams. Once a client moves from a single VA to a team of three or more, they are handed to a CSM — because the relationship now has meaningful revenue, complexity, and growth potential attached to it.
A CSM at Magic is not a reactive point of contact. You are the person who calls before the client does. You are the one who spots the workload signal, proposes the next hire, builds the business case, and turns a $5,000-per-month account into a $20,000 one. You do this not by selling, but by knowing the client’s business better than they expect you to.
Your success directly translates to company growth. Every account retained and every expansion closed is a measurable outcome you own.
The CS Motion: What This Role Actually Requires
Proactive outreach - You reach out before the client does. When accounts are quiet, that is when you check in, align on goals, and explore what’s next — not when a cancellation request arrives.
Signal detection - You notice when email replies get shorter, when login frequency drops, when task volume shifts. You act on those signals immediately, not after they become churn indicators.
Growth orientation - You guide clients into expansion. You identify the gap between what they have and what they need, build the case using their own data, and make the recommendation feel inevitable — not salesy.
Account ownership - You own every renewal, every escalation, and every at-risk conversation. You do not wait to be told which accounts to prioritize. You know your book.
Client-business understanding - You learn your clients’ businesses deeply enough to spot problems they haven’t named yet. You position yourself as a strategic partner, not a service rep.
Assistant coaching - You work with Account Leads and Success Coaches on VA performance, but you are not removed from the VA relationship. When needed, you step in directly — and you know how to coach.
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
What Winning Looks Like
You maintain 99%+ gross revenue retention and consistently hit 102%+ net revenue retention (NRR) across your book of business
You don’t wait for clients to complain — you spot at-risk accounts early and execute save plans before churn indicators fully surface
You run quarterly business reviews that clients look forward to — data-driven, strategic, and action-oriented, not just status updates
You identify expansion opportunities through relationship depth: a client using one VA who needs an SDR, a growing team that needs specialized support, a founder whose workload signals they need three more hires
You build trusted advisor relationships with C-suite executives and founders — they see you as a strategic partner, not a service provider
You own the full post-sale journey from onboarding kickoff to renewal negotiation, with zero handoff gaps
Your HubSpot is immaculate — account health scores are current, touchpoints are logged, and no renewal ever catches you off guard
When accounts are quiet, you are still active: updating expected outcomes, confirming alignment, exploring growth opportunities, and making sure silence is not a risk signal
When escalations arise, you take full ownership from intake to resolution and coordinate cross-functionally to deliver results
You develop your own playbooks, trackers, and monitoring tools — you do not wait for a system to be handed to you
Who This Role Is NOT For
You react to churn instead of preventing it — you wait for cancellation requests rather than monitoring leading indicators
You need a manager to tell you which accounts to prioritize or when to reach out
You treat renewals as administrative tasks rather than strategic conversations
You avoid difficult conversations with clients about underperformance or misaligned expectations
You don’t build relationships beyond your primary contact — if your champion leaves, the account is at risk
You approach customer success as a support or operations function rather than a revenue-driving role
You rely on gut feeling instead of data to assess account health and make strategic decisions
You have done well managing VAs and internal teams, but you have limited experience owning client outcomes directly
