Account Manager

About MagicMagic 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. We came out of Y Combinator in 2015, have grown to 1,000+ remote workers, and are backed by Sequoia Capital with over $30M in funding. BackgroundOur 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 ProfileKnow more about our Team via Magic's Careers PageWhy does this role exist? The Account Manager (Retention & Growth) role at Magic is not a support function—it’s a strategic engine for revenue and retention. As an Account Manager, you are the architect of the post-sale client journey, the guardian of client lifetime value, and the bridge between client needs and Magic’s service delivery.In the competitive landscape of remote staffing and virtual assistance, client retention and expansion aren’t just nice-to-haves—they’re the lifeblood of our business model. Your success directly translates to company growth. Your ability to nurture accounts, prevent churn, identify expansion opportunities, and transform satisfied clients into vocal advocates will be measured, celebrated, and rewarded.The ChallengeOur clients are busy business owners and executives who need their remote workers to integrate seamlessly into their operations. They face challenges around communication, productivity measurement, task delegation, and maximizing ROI from their remote teams. You’ll navigate these complexities, serving as both a trusted advisor and a tactical problem-solver. Our Hiring Process Application + Pre-Qualifying QuestionsApply — Application + Video 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 CS Leadership — demonstrate client relationship management, churn prevention strategy, and QBR presentation skillsFinal Interview — 1-on-1 with Head of Sales & Customer Success Background Check + VettingJob OfferWhat Winning Looks LikeYou maintain 90%+ gross revenue retention and consistently hit 110%+ net revenue retention across your book of businessYou don’t wait for clients to complain—you spot at-risk accounts early and execute save plans before churn indicators fully surfaceYou run quarterly business reviews that clients actually look forward to—data-driven, strategic, and action-orientedYou identify expansion opportunities organically: a client using one VA who could benefit from an SDR, or a growing team that needs specialized supportYou build trusted advisor relationships with C-suite executives and founders—they see you as a strategic partner, not just a service providerYou own the full post-sale journey—from onboarding kickoff to renewal negotiation—with zero handoff gapsYour HubSpot is immaculate—account health scores are current, touchpoints are logged, and no renewal sneaks up on youYou proactively communicate updates, service enhancements, and industry insights to your clients without being askedWhen escalations arise, you take ownership from intake to resolution and coordinate cross-functionally to deliver resultsYou contribute to team knowledge—sharing playbooks, best practices, and client feedback that elevates collective capabilitiesWho This Role Is NOT ForYou react to churn instead of preventing it—you wait for cancellation requests rather than monitoring leading indicatorsYou need a manager to tell you which accounts to prioritize every dayYou treat renewals as administrative tasks rather than strategic conversationsYou avoid difficult conversations with clients about underperformance or misaligned expectationsYou don’t take the initiative to build relationships beyond your primary contact—if your champion leaves, the account is lostYou approach customer success as a support role rather than a revenue-driving functionYou rely on gut feeling instead of data to assess account health and make strategic decisionsYou only follow established playbooks without developing your own creative approaches to retention and expansionYou focus on activity metrics (calls made, emails sent) without connecting them to outcomes (retention, expansion, NPS)You have a pattern of short tenures (under 1 year) without clear, substantiated reasons for each transitionYou don’t have strong English p