Client Retention Lead, Full-time - Remote

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. 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. 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. Check out Magic's Business Profile Know more about our Team via Magic's Careers Page   Why does this role exist As Magic grows, our clients depend on their virtual assistants to run smoothly — and those assistants need someone in their corner. You're that person. As a Client Retention Lead (internally Account Lead) , you're the bridge between our clients and their EA teams, making sure both sides thrive. When your assistants excel, clients stay. When clients stay, Magic grows. This role exists because great EAs don't just need a manager — they need a coach who leads from the front, solves problems before they escalate, and builds the kind of team environment where people do their best work. Our Hiring Proces Application + Pre-Qualifying Questions Interview with Talent Team (45 min) 24-Hour Reflection Period — we ask you to seriously consider if this is the right time and opportunity for you Final Interview with Operations Team Background Check + Vetting Job Offer 2-Week Training Program What Winning Looks Like You manage 15–20 EAs and your clients consistently report strong satisfaction scores with low escalations You catch performance issues before clients raise them — you already saw it coming and acted Your team members grow because you create development plans and actually follow through You handle difficult conversations with assistants and clients professionally and without delay You adapt to feedback immediately and don't repeat the same mistakes You keep clean, updated records on performance, client feedback, and team metrics at all times You don't wait for direction — you identify the problem, own it, and fix it Who This Role Is NOT For You're currently freelancing as a VA/EA and plan to keep those clients — exclusivity is non-negotiable You mention 0–2 tools when asked about your tech stack — this role runs on 6+ platforms daily You need perfect instructions before you take action You've never completed anything with strict attendance or performance requirements You can't commit to the overnight shift (9 PM – 6 AM, Monday–Friday) You have major life events — weddings, moves, travel — during the 2-week training period You see feedback as personal criticism rather than coaching You need more than 4 weeks to transition your current commitments You have less than 2 years of hands-on VA or EA experience with international clients The impact you’ll make: Leadership & Team Development Manage 15–20 virtual assistants across multiple clients simultaneously Run daily stand-ups and coach EAs in real-time when issues arise Build and execute personalized development plans for each team member Track performance metrics including response times, client satisfaction, and quality scores Jump in hands-on when clients need immediate support — you're a player-coach, not just a manager Client Success Management Lead video calls with international clients (US, Australia) daily Partner with clients to optimize EA workflows and stay ahead of their evolving needs Manage smooth transitions during team changes, EA replacements, and client handovers (edited) Develop and maintain SOPs for key EA functions Operations & Tools Monitor performance across HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse daily Support client onboarding calls as needed and follow the handover SOP when accounts transition to a new AL (added) Flag billing discrepancies and relay client billing questions to the billing team — you coordinate, not calculate (added) Maintain clean, accurate records on all team and client activity Use technology proactively to solve problems and stay organized Scope note: Billing invoice calculations and elevated complexity accounts are supported by your AOM and the billing team. You're the first point of contact and coordinator — not the resolver. Skills, Knowledge and Expertise What You Bring 2+ years of hands-on VA or EA experience with international clients (US/AU preferred) 1+ years of client success, B2B relationship management, and team coordination experience Comfortable operating across 6+ platforms daily and excited — not stressed — about learning new tools Professional-level English, written and verbal Proven track record completing strict programs — bootcamps, certifications, structured training Full availability for overnight shift and 2-week intensive training with zero absences Your Superpowers Grit / "Plow" Mentality — you push through challenges with resourcefulness, not excuses Learning Agility — you learn fast under pressure, retain information, and apply feedback immediately Coachability — you take feedback without defensiveness and change behavior quickly Comfort with Ambiguity — you make judgment calls with incomplete information and don't freeze Leadership Instinct — you step up even when it's not officially your job Tech Savviness — you use technology naturally to solve problems and stay ahead Training Reality (Read This) Your first 2 weeks are intense: Schedule: Tuesday–Saturday, 2:00 AM – 11:00 AM PHT Zero absences allowed (medical emergencies only with documentation) Maximum 2 tardies with a 5-minute grace period Must maintain 70% overall score and pass every module One retake per failed module — fail twice and training ends Miss a day in Modules 1–5: moved to the next batch. Miss a day in Modules 6–10: remedial session required We're not trying to scare you. We're being upfront so there are no surprises on Day 1. We'd rather lose you here than Week 2 of training. Before You Apply — Ask Yourself Can I commit exclusively to Magic? (No other VA/EA clients during training or production) Am I comfortable with 6+ tools daily — or does that sound overwhelming? Can I handle strict training requirements — zero absences, daily evaluations, performance pressure? Is the timing right? (No major life events, client transitions planned) Am I ready for the overnight shift? (9 PM – 6 AM, Monday–Friday) If you answered yes to all five — we want to hear from you. If you answered "maybe" or "I'll figure it out" to any of them — the timing might not be right yet, and that's okay. What's In It For You Compensation Gross package: ₱38,000 base + ₱3,833 non-taxable allowances Performance bonus: ₱4,000–10,000/month (depending on billed hours + quality targets) Total monthly potential: ₱44,000–52,000 Benefits HMO coverage (after 6 months) 12 vacation days + 10 sick days per year 13th month pay SSS, PhilHealth, PAG-IBIG Desktop computer provided + full IT support Paid Training Growth Path Successful Account Leads at Magic move into Operations Leadership, Training & Development, Enterprise Client Success, and Product Management. We promote from within. Why Magic?