Customer Success Operations Manager

4 weeks ago


Metro Manila Philippines Magic Full time

Overview

Magic National Capital Region, Philippines

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.

Responsibilities
  • 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
    • 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
Qualifications
  • 4+ years of operations management experience in Customer Success, Sales Operations, or Revenue Operations
  • Proven expertise in billing and revenue operations within a SaaS or service-based business
  • Strong analytical background with experience in data analysis, reporting, and process optimization
  • Hands-on experience with CRM systems (Salesforce, HubSpot) and Customer Success platforms (Gainsight, ChurnZero, etc.)
  • Track record of implementing operational improvements that delivered measurable business impact
  • Experience managing cross-functional projects and working with multiple stakeholders
  • Background in process automation and workflow optimization
  • Your Superpowers Are...
  • Strategic operational thinking with the ability to see the big picture while managing details
  • Data-driven decision making with strong analytical and problem-solving skills
  • Systems expertise with proficiency in CRM, billing, and operational platforms
  • Process optimization mindset focused on efficiency, scalability, and customer impact
  • Cross-functional collaboration skills to work effectively across departments
  • Change management capabilities to drive adoption of new processes and systems
  • Customer-centric approach that prioritizes exceptional customer experience in all operational decisions
  • You Should Apply If...
  • You are passionate about building scalable operations that enable Customer Success teams to excel
  • You thrive on solving complex operational challenges and creating elegant, efficient solutions
  • You excel at turning data into actionable insights that drive business decisions
  • You enjoy working behind the scenes to ensure seamless customer experiences
  • You are energized by continuous improvement and driving measurable operational impact
  • You have experience scaling operations in fast-growing technology companies
  • You value collaborative leadership and enabling others to achieve their goals
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management and Manufacturing
  • Software Development

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