Customer Success Operations Manager

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.

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

Why does this role exist?

The Customer Success Operations Manager is the operational backbone of our Customer Success organization, ensuring seamless delivery of exceptional customer experiences through strategic process optimization, operational excellence, and data-driven insights. This role drives efficiency across the entire customer lifecycle while supporting our CS team's mission to deliver outstanding results for our clients. 

The Impact you'll make:

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

Systems & Technology Management

• 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

Who are We Looking for?

Required Experience

• 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