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.
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
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
