Customer Success Operations Manager

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.

• 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

• 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

• Mid-Senior level

• Full-time

• Management and Manufacturing
• Software Development

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