Client Partnership Manager - Global, Remote

Client Partnership Manager - Global, Remote

Application Deadline: 1 August 2026

**Department:**Customer Success

**Employment Type:**Permanent - Full Time

**Location:**Global+

**Reporting To:**Director of Customer Success

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 Own
As a Client Partnership Manager, you will carry a book of 10--15 VIP accounts --- US-based founders and executives who have committed to Magic's services long-term. You own every dimension of those relationships:

• Proactive health monitoring: reviewing account signals, usage trends, engagement patterns, and behavioral shifts before clients raise concerns

• Strategic onboarding: translating client goals into structured success plans during weeks 1--5, setting the foundation for retention and growth

• Revenue retention: maintaining 99%+ GRR across your book through early intervention, relationship depth, and systematic risk management

• Revenue expansion: identifying growth opportunities your clients haven't named yet, building the business case with data, and closing the additional engagement --- not processing a client request

• Executive-level QBRs: delivering quarterly business reviews to founders and C-suite that tell a strategic story, not a status update

• VA performance advocacy: working with Account Leads and Success Coaches to ensure Magic's talent is performing at the standard clients expect

• Cross-functional collaboration: partnering with Recruitment Operations when clients need additional or replacement talent, and with the CS leadership team on retention strategy

Our Hiring Process

1. **Apply -**Application + Pre-Qualifying Questions
2. 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. 3. 2nd Level Interview --- Panel interview with Senior CSMs 4. 3rd Level Interview --- 1-on-1 with Director of CS --- demonstrate client relationship management, churn prevention strategy, and QBR presentation skills 5. Final Interview --- 1-on-1 with Head of Sales & Customer Success 6. Background Check + Vetting 7. 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