customer success Operations Manager - full time, remoteMagic

Customer Success Operations Manager - Full Time, RemoteDepartment: Talent TeamEmployment Type: Full TimeLocation: PhilippinesCompensation: ₱55,000 - ₱60,000 / monthDescriptionAbout Magicis 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.BackgroundOur company came out of in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including ) and over $30M in funding to date. We are fully remote across Asia and US time zones.
Check out
Know more about our Team via
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
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
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
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
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
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?
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
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 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
Why Join Magic?
Work-from-home setup: Fully remote position with flexibility to work from your preferred location
Working hours: Schedule aligned with our global team across US business hours, either Monday to Friday or Tuesday to Saturday from 9 PM to 6 AM or 2AM to 11AM PHT (Philippine Standard Time)
Salary range: Php 55,000 - 60,000 / per month + benefits
Magic

Taguig City, Metro Manila
₱55,000-60,000 per month
Permanent
Full-time