Customer Success Operations Lead

Overview Customer Success Operations Lead - Full Time, Remote Join to apply for the Customer Success Operations Lead - Full Time, Remote role at Magic . Department: Talent Team Location: Philippines Compensation: ₱55,000 - ₱60,000 / month 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. We are fully remote across Asia and US time zones. Role context The Customer Success Operations Manager is the operational anchor for our rapidly growing CS team. You will ensure smooth execution of billing and reporting processes, keep CS teams aligned on updates, and drive strategic development projects from launch to completion. We have experienced explosive growth and expect similar growth in the next 6-9 months. You will scale operations while maintaining quality and team cohesion, enabling CSMs to deliver elevated client interactions. Impact & responsibilities Project Management & Coordination (50-60% of time) Lead Customer Success development projects from initiation to completion Develop project timelines, resource allocation plans, and deliverable schedules Monitor project progress and address roadblocks Facilitate cross-functional collaboration between CS and other departments Manage communication and change management across CS teams Ensure CS Managers and Assistants stay updated on process changes Balance work in a meeting-intensive environment (approximately 70% meetings, 30% individual work) Team Leadership & Development (20% of time) Manage a team of 3 direct reports: 2 Billing Specialists and 1 Reporting Specialist Plan for growth; likely expand the team by 2-3 members within 6-9 months Develop team members and create growth pathways Handle team backup duties as needed Maintain strong relationships with the team while upholding performance standards Billing Operations & Administrative Support (20% of time) Oversee billing processes for ~150 total accounts (30 VIP, 120 team) Maintain zero-error tolerance in invoicing Undertake administrative tasks supporting CS operations Maintain project documentation and reporting systems Support contract management and renewal processes Coordinate client billing and assistant payroll through the team Process Optimization & Improvement Identify opportunities for operational efficiency in CS workflows Design and implement process improvements to enhance customer experience Develop and maintain SOPs for consistency Create metrics and reporting to track performance and customer satisfaction Turn data insights into actionable improvement projects Streamline weekly and monthly outputs Customer Lifecycle Management Support onboarding, engagement, and retention processes Assist in managing customer escalations and resolution workflows Collaborate to ensure smooth transitions and handoffs Monitor customer health metrics and proactive engagement Note: This role involves no external client interaction unless you grow into Customer Success Manager development Stakeholder Management Work with diverse internal stakeholders and maintain productive relationships Navigate different communication styles without defensiveness Maintain composure with demanding stakeholders Who are we looking for? Required Experience 3+ years of project management experience, preferably in CS, operations, or service delivery Team leadership experience with direct reports Proven track record managing multiple projects with quality Experience with billing systems and administrative processes Background in process improvement Customer-facing experience with CS principles Familiarity with PM tools (Asana, Monday.com, Trello) and CRM systems Cross-functional collaboration skills Your Superpowers Exceptional organizational skills and billing accuracy Strong analytical thinking Outstanding communication across teams and personalities Proactive problem-solving Adaptability in a fast-paced environment Leadership capabilities to drive cross-functional initiatives Ability to work with demanding stakeholders Calm but results-oriented attitude Ability to connect with people and build relationships Swiss knife mentality and team-care orientation Communication adaptability and balance of quality with execution speed You Should Apply If Passionate about customer success and exceptional experiences Support teams through operational excellence and process optimization Able to manage multiple priorities with high quality Enjoy working in a collaborative environment with impact Motivated by continuous improvement and innovative solutions Experience working in remote/distributed teams and across time zones Comfortable with night shift hours (9 PM - 6 AM PHT) and Asia/US collaboration Enjoy meeting-intensive, collaborative work style Strategic thinker with leadership and project ownership Why Join Magic? What to expect Work-from-home setup: Fully remote Working hours: Global team alignment; 10 PM–7 AM PHT schedule is possible Salary range: Php 55,000 - 60,000 per month + benefits Legal & notices EEO statements and other legally required notices are maintained as applicable. #J-18808-Ljbffr