Client Retention Lead | Full-time, Remote
Salary undisclosed
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Application Deadline: 31 December 2025
Department: Magic EA
Location: Philippines
Compensation: ₱37,000 - ₱42,000 / 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.
- Check out Magic's Business Profile
- Know more about our Team via Magic's Careers Page
As a Client Retention Lead, you will be instrumental in driving client success and team excellence in our virtual assistant services. This entry-level leadership role is responsible for managing and developing a team of executive assistants while maintaining strong client relationships. You'll serve as the bridge between our clients and EAs, ensuring service quality while fostering assistant growth and client satisfaction.
The impact you’ll make:
Client Success Management
As the primary owner of client relationships, you'll ensure long-term partnership success through:
To retain clients by enhancing customer satisfaction, building strong relationships, and consistently delivering high-quality and valuable services that meet their evolving needs
- Guide new clients through the onboarding process
- Serve as primary point of contact for service-related concerns
- Track and report client satisfaction metrics
- Develop strategies to drive mutual growth
Your role in nurturing talent directly impacts service quality and client satisfaction through:
- Conduct daily 1:1 coaching sessions with executive assistants
- Create and implement improvement plans for underperforming team members
- Provide hands-on support for complex client requirements
- Guide assistants in developing standard operating procedures
- Facilitate training and skill development sessions
Maintaining service excellence is crucial for client retention, achieved through:
- Monitor and maintain service quality standards
- Review and track team performance metrics
- Provide real-time feedback and solutions
- Document best practices and process improvements
Success requires seamless coordination across departments, involving:
- Work with other departments to implement process improvements
- Create feedback loops for sharing client insights
- Escalate growth opportunities to leadership
- Build strong interdepartmental relationships
- Client retention rate above 90%
- Team performance metrics meeting or exceeding targets
- Assistant development and growth metrics
- Client satisfaction scores
We're on the lookout for someone who has:
- 1-2 years of leadership experience in BPO/customer service environment
- 1-2 years of client-facing account management experience
- Proven track record in team development and coaching
- Strong English communication skills (written and verbal)
- Experience in performance management and metrics tracking
- Background in virtual team management (preferred)
- Exceptional problem-solving abilities
- Strong emotional intelligence and empathy
- Advanced organizational and multitasking skills
- Ability to thrive in fast-paced environments
- Excellent documentation and process improvement skills
- Proactive communication style
- Adaptability and resilience
- Tech-savvy with quick platform adoption skills
- You're passionate about developing others and seeing them succeed
- You thrive in dynamic environments with changing priorities
- You have a natural talent for building relationships
- You're solutions-oriented and take ownership of outcomes
- You believe in continuous improvement and innovation
- You're excited about working in a remote-first environment
- Work-from-home setup: Fully remote position with required home office setup
- Salary range: Php 37,000 - Php 42,000 a month
- Full training and onboarding support
- Opportunities for career growth and development
Why Magic?
Application Deadline: 31 December 2025
Department: Magic EA
Location: Philippines
Compensation: ₱37,000 - ₱42,000 / 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.
- Check out Magic's Business Profile
- Know more about our Team via Magic's Careers Page
As a Client Retention Lead, you will be instrumental in driving client success and team excellence in our virtual assistant services. This entry-level leadership role is responsible for managing and developing a team of executive assistants while maintaining strong client relationships. You'll serve as the bridge between our clients and EAs, ensuring service quality while fostering assistant growth and client satisfaction.
The impact you’ll make:
Client Success Management
As the primary owner of client relationships, you'll ensure long-term partnership success through:
To retain clients by enhancing customer satisfaction, building strong relationships, and consistently delivering high-quality and valuable services that meet their evolving needs
- Guide new clients through the onboarding process
- Serve as primary point of contact for service-related concerns
- Track and report client satisfaction metrics
- Develop strategies to drive mutual growth
Your role in nurturing talent directly impacts service quality and client satisfaction through:
- Conduct daily 1:1 coaching sessions with executive assistants
- Create and implement improvement plans for underperforming team members
- Provide hands-on support for complex client requirements
- Guide assistants in developing standard operating procedures
- Facilitate training and skill development sessions
Maintaining service excellence is crucial for client retention, achieved through:
- Monitor and maintain service quality standards
- Review and track team performance metrics
- Provide real-time feedback and solutions
- Document best practices and process improvements
Success requires seamless coordination across departments, involving:
- Work with other departments to implement process improvements
- Create feedback loops for sharing client insights
- Escalate growth opportunities to leadership
- Build strong interdepartmental relationships
- Client retention rate above 90%
- Team performance metrics meeting or exceeding targets
- Assistant development and growth metrics
- Client satisfaction scores
We're on the lookout for someone who has:
- 1-2 years of leadership experience in BPO/customer service environment
- 1-2 years of client-facing account management experience
- Proven track record in team development and coaching
- Strong English communication skills (written and verbal)
- Experience in performance management and metrics tracking
- Background in virtual team management (preferred)
- Exceptional problem-solving abilities
- Strong emotional intelligence and empathy
- Advanced organizational and multitasking skills
- Ability to thrive in fast-paced environments
- Excellent documentation and process improvement skills
- Proactive communication style
- Adaptability and resilience
- Tech-savvy with quick platform adoption skills
- You're passionate about developing others and seeing them succeed
- You thrive in dynamic environments with changing priorities
- You have a natural talent for building relationships
- You're solutions-oriented and take ownership of outcomes
- You believe in continuous improvement and innovation
- You're excited about working in a remote-first environment
- Work-from-home setup: Fully remote position with required home office setup
- Salary range: Php 37,000 - Php 42,000 a month
- Full training and onboarding support
- Opportunities for career growth and development
Why Magic?