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.
Why does this role exist? The Customer Success Operations Manager is the operational anchor for our rapidly growing CS team. You'll be the person who ensures smooth execution of billing and reporting processes, keeps CS teams aligned on updates, and drives strategic development projects from launch to completion.
We've experienced explosive growth—doubling our account base from 20+ accounts in January to 150 accounts today (30 VIP accounts + 120 team accounts)—and we're projecting similar growth in the next 6-9 months. We need someone who can scale operations while maintaining exceptional quality and team cohesion, and help our CSMs move beyond just "checking boxes" to deliver truly elevated client interactions.
The Impact you'll make
Project Management & Coordination (50-60% of your time)
This is where you'll spend most of your energy:
Lead Customer Success development projects from initiation to completion
Develop project timelines, resource allocation plans, and deliverable schedules
Monitor project progress and proactively address potential roadblocks
Facilitate cross-functional collaboration between Customer Success and other departments
Manage communication and change management across CS teams—ensuring CS Managers and Assistants stay updated on process changes
Work collaboratively in a meeting-intensive environment (approximately 70% meetings, 30% individual work)
Team Leadership & Development (20% of your time)
Manage a team of 3 direct reports: 2 Billing Specialists (who handle client billing + assistant payroll) and 1 Reporting Specialist (who handles data analysis and reporting)
Plan for growth: You'll likely expand your team by 2-3 additional members within 6-9 months as our account portfolio potentially doubles again
Develop existing team members and create growth pathways for their careers
Handle team member backup duties when needed
Build genuine relationships with your established team while maintaining high performance standards
Billing Operations & Administrative Support (20% of your time)
Oversee billing processes for approximately 150 total accounts (30 VIP accounts, 120 team accounts)
Ensure zero-error tolerance in customer invoicing—billing accuracy is mission-critical with no room for errors
Manage administrative tasks that support Customer Success operations
Maintain comprehensive project documentation and reporting systems
Support contract management and renewal processes
Coordinate both client billing and assistant payroll through your team
Process Optimization & Improvement
Identify opportunities for operational efficiency within Customer Success workflows
Design and implement process improvements that enhance customer experience
Develop and maintain standard operating procedures for team consistency
Create metrics and reporting systems to track team performance and customer satisfaction
Convert data analysis insights from your Reporting Specialist into actionable improvement projects
Streamline weekly and monthly outputs and workflows
Customer Lifecycle Management
Support the optimization of customer onboarding, engagement, and retention processes
Assist in managing customer escalations and resolution workflows
Collaborate with teams to ensure smooth customer transitions and handoffs
Monitor customer health metrics and support proactive engagement strategies
Note: This role involves no external client interaction unless you want to grow into Customer Success Manager development
Stakeholder Management
Work effectively with diverse internal stakeholders, including Type A personalities who have high standards and direct communication styles
Build productive working relationships with key internal clients
Navigate different communication styles across departments without becoming defensive or emotional
Maintain composure when working with demanding stakeholders
Why Join Magic?
What to expect...
Work-from-home setup: Fully remote position with flexibility to work from your preferred location
Working hours: Schedule aligned with our global team across US business hours, either Monday to Friday from 10 PM to 7 AM PHT (Philippine Standard Time)
