Client Retention Specialist

About Magic

For over 10 years, Magic has connected top remote talent with fast-growing businesses — backed by Y Combinator and Sequoia Capital, with thousands of remote workers worldwide.

Role Overview

When a client signs on and gets matched with a Magic assistant, someone has to make sure that relationship lasts. That someone is you.
This is a post-sale, retention-focused role — and it's full account ownership, not a save desk. You'll own a portfolio of client-assistant pairings and be accountable for whether those clients stay, grow, and stay happy. Tickets land in your queue, but working through a queue isn't the job. The job is spotting the warning signs early, getting on the phone, having the hard conversations, and winning back the clients who are one bad week from leaving.

Shift: Monday–Friday, 10 PM–7 AM PHT, supporting US-based clients. Training runs 4 weeks across two phases — Product & Skills (shadowing, live-call listening) then Immersion (live tickets and onboarding under supervision, KPIs measured from day one). Zero absences during training, documented medical emergencies only, 80%+ required on daily assessments and mock calls to continue.

• Own a portfolio of client-assistant relationships — know their goals, their workflows, and the health of each pairing at all times
• Prevent churn by reading the early signals — dips in engagement, assistant friction, unresolved frustration — and acting before the client raises it
• Lead win-back and escalation conversations yourself — on live calls, with empathy and a clear path forward
• Drive client success through onboarding sessions, 30-day check-ins, and recurring follow-ups that keep both sides aligned
• Advocate for assistants — regular feedback sessions, coaching conversations, and surfacing their needs to internal leadership
• Triage 30+ tickets daily with fast, personalized responses — every client should feel a real person on the other end
• Document every interaction in HubSpot — detailed, accurate, useful to anyone who opens the record next
• Partner across Operations, Finance, and Engineering on anything that goes beyond your direct scope

• 3+ years of client-facing experience in customer retention, account management, or customer support — documented save, churn-prevention, or win-back experience strongly preferred; US clients strongly preferred
• Proven ability to manage multiple active client relationships simultaneously without losing threads
• Comfortable owning retention or renewal metrics and explaining how you moved them
• Fluent written and verbal English — equally confident on a live escalation call or a coaching conversation with an assistant
• Reliable night-shift availability (10 PM–7 AM PHT) with a history of night-shift work in previous roles
• Proficiency with CRM tools, HubSpot preferred
• Proactive and solutions-oriented — you move on problems before they're assigned to you

Why You'll Be a Great Fit

After 90 days, your manager isn't checking up on your accounts — because you've already surfaced what they would have caught themselves. You've had the tough conversation with an unhappy client and turned it around. You ask questions before making assumptions, escalate the right things early, and never leave a loop open. You know what night shift with US clients actually feels like, and you've done it before.

This isn't the role if you've never worked graveyard hours, if you'd rather avoid difficult conversations than lead them, if owning a full client portfolio alongside daily ticket volume feels like too much at once, if you go quiet when things get complex, or if you wait to be told what needs fixing rather than going to find it yourself.

Application Process

Application + Pre-Qualifying Questions → HR Interview (30 min) → Skill Assessment (Written Case Study) → Second-Level Interview with Support Management → Mock Feedback Call → Final Interview with Head of Sales → Job Offer → 4-Week Training Program