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,
Technical Tools
OtherClient Success Specialist
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.
The moment a client signs on and gets paired with a Magic assistant, someone has to make sure that pairing succeeds. That someone is you.
This is a post-sale, relationship-first role. You'll hold a portfolio of client-assistant pairings and own their success from the very first interaction. Tickets land in your queue, but reading and replying to them isn't the job — the job is digging into what's actually happening, calling the client, earning their trust, and getting ahead of problems before they turn into cancellations.
Client success is the outcome you're measured on. The assistant is what your client is paying for — if that's not working, you step in to fix it or find the right replacement. If a client is upset, you're the one who picks up the phone. If the relationship is thriving, it's because of the work you put in.
We're moving toward a model where every Client Success Specialist has real depth on their accounts — the client's goals, what the assistant is good at, and an honest read on the relationship's health. Right now the role splits between reacting to issues and getting ahead of them proactively. Whoever we bring on will help push further into that proactive half.
What Winning Looks Like
A client emails in frustrated. You read it, call within 30 minutes, and lead by listening — asking enough questions to get past the surface complaint to the real one. Only then do you act.
A client goes quiet. Rather than wait for a cancellation, you reach out first, check in, and figure out what changed — with a plan already forming before anyone has to ask you for one.
Onboarding calls, check-ins, feedback sessions — all run without a reminder. Your calendar stays organized and nothing falls through.
Your HubSpot notes are specific and useful — the kind a teammate could read cold and immediately understand what happened and what's next. No placeholder text.
When a pairing starts to break down, you don't just note it and move on. You find out why, loop in leadership on a replacement, and handle the handoff so the client barely notices the bump.
You check before you assume. You flag things outside your scope early. Every loop gets closed.
Ninety days in, your manager has nothing to worry about on your accounts, because you've already surfaced anything they would have.
Who This Role Is NOT For Be honest with yourself before applying.
Be honest with yourself before applying.
Your default move on a ticket is to type a response, not make a call. This team doesn't operate email-first.
You have under 2 years of client-facing support experience with US clients, with minimal exposure to escalations or account retention.
You can't reliably work overlapping US hours or hold a consistent night shift schedule (10 PM–7 AM PHT).
Graveyard or night shift work would be brand new to you.
Juggling high ticket volume while still giving each client relationship real attention isn't something you're confident doing.
Your written or spoken English isn't strong enough to confidently navigate a live client call or relay feedback to a teammate.
You tend to wait for direction rather than take ownership of a problem yourself.
Ambiguity or pressure tends to make you freeze up or disengage.
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