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 backbone of our Customer Success organization, ensuring seamless delivery of exceptional customer experiences through strategic process optimization, operational excellence, and data-driven insights. This role drives efficiency across the entire customer lifecycle while supporting our CS team's mission to deliver outstanding results for our clients.
The Impact you'll make
Customer Success Operations Leadership
Own and optimize end-to-end Customer Success operational processes
Design and implement scalable systems that support growing customer base
Drive operational excellence initiatives that directly impact customer satisfaction and retention
Lead cross-functional projects that enhance customer experience and team productivity
Revenue Operations & Billing Management
Oversee customer billing operations ensuring accuracy, timeliness, and transparency
Manage revenue recognition processes and coordinate with Finance team
Optimize pricing and contract management workflows
Support renewal processes and expansion revenue initiatives
Create billing analytics and reporting for leadership visibility
Process Excellence & Automation
Identify and eliminate operational bottlenecks within Customer Success workflows
Design automated solutions to reduce manual work and improve accuracy
Implement standardized processes that ensure consistent customer experience
Develop and maintain operational playbooks and standard operating procedures
Lead process improvement initiatives with measurable ROI
Data & Analytics Operations
Build and maintain Customer Success metrics, dashboards, and reporting systems
Analyze customer health data and operational KPIs to drive strategic decisions
Create actionable insights for Customer Success Managers and leadership
Support data-driven customer segmentation and engagement strategies
Monitor and report on team performance and operational efficiency
Systems & Technology Management
Evaluate, implement, and optimize Customer Success technology stack
Manage CRM systems, CS platforms, and operational tools
Coordinate with IT and Engineering teams on system integrations
Train team members on new tools and processes
Ensure data integrity across all Customer Success systems
Team Enablement & Support
Provide operational support to Customer Success Managers in achieving their goals
Develop training materials and onboarding processes for new team members
Create resource libraries and knowledge management systems
Support strategic planning and goal-setting activities
Facilitate internal communication and knowledge sharing
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 or Tuesday to Saturday from 9 PM to 6 AM or 2AM to 11AM PHT (Philippine Standard Time)
