Customer Success Manager

MagicOutsourcing platform

Location: Philippines, Eastern Time (9:00 AM–8:00 PM ET, Monday–Friday)Full-TimeMiddle

Salary60,000 - 80,000 PHP per month

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Job Details

Languages: Strong English proficiency, written and spoken, at a level sufficient for daily C-level and Director-level client conversations
Experience: 3–5 years of B2B customer success or account management experience
Required Skills: SalesforceMicrosoft ExcelHubSpotGoogle SheetsAccount Management

Have 3–5 years of B2B customer success or account management experience managing multiple accounts.
Have direct ownership of revenue retention and expansion targets, with experience from onboarding through renewal.
Bring US market experience, including understanding of US business culture, SMB challenges, and executive communication norms.
Be proficient in HubSpot, or have expert-level Salesforce skills that transfer to the role.
Have intermediate to advanced Excel or Google Sheets skills, including pivot tables, VLOOKUP/INDEX MATCH, dashboards, and trend analysis.
Have strong written and spoken English sufficient for daily C-level and Director-level client conversations.
Be available for the Eastern Time shift, 9:00 AM–8:00 PM ET, Monday–Friday, with occasional flexibility for West Coast clients or urgent situations.
Have a professional home office setup, high-speed internet (50+ Mbps), a headset, and a quiet environment.

Own and prioritize a portfolio of accounts based on size, health, and growth potential.
Maintain revenue retention and identify and close account expansion opportunities.
Manage renewals 60–90 days before expiration, addressing concerns and negotiating terms.
Conduct data-driven quarterly business reviews for enterprise and growth accounts.
Execute the 30-60-90 day onboarding framework and conduct kickoff calls within 24–48 hours of signing.
Build tailored success plans with milestones and success criteria for client objectives.
Introduce clients to their remote workers and facilitate early relationship-building.
Build relationships with executives and decision-makers, manage escalations, and coordinate cross-functionally.
Analyze usage and behavioral data, prepare monthly portfolio health reports, and document process improvements.

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