CLIENT RETENTION LEAD, FULL-TIME - REMOTE

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. We came out of Y Combinator in 2015, have grown to 1,000+ remote workers, and are backed by Sequoia Capital with over $30M in funding. 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 As Magic grows, our clients depend on their virtual assistants to run smoothly — and those assistants need someone in their corner. You're that person. As a Client Retention Lead (internally Account Lead) , you're the bridge between our clients and their EA teams, making sure both sides thrive. When your assistants excel, clients stay. When clients stay, Magic grows. This role exists because great EAs don't just need a manager — they need a coach who leads from the front, solves problems before they escalate, and builds the kind of team environment where people do their best work. Our Hiring Proces • Application + Pre-Qualifying Questions • Interview with Talent Team (45 min) • 24-Hour Reflection Period — we ask you to seriously consider if this is the right time and opportunity for you • Final Interview with Operations Team • Background Check + Vetting • Job Offer • 2-Week Training Program What Winning Looks Like • You manage 15–20 EAs and your clients consistently report strong satisfaction scores with low escalations • You catch performance issues before clients raise them — you already saw it coming and acted • Your team members grow because you create development plans and actually follow through • You handle difficult conversations with assistants and clients professionally and without delay • You adapt to feedback immediately and don't repeat the same mistakes • You keep clean, updated records on performance, client feedback, and team metrics at all times • You don't wait for direction — you identify the problem, own it, and fix it Who This Role Is NOT For • You're currently freelancing as a VA/EA and plan to keep those clients — exclusivity is non-negotiable • You mention 0–2 tools when asked about your tech stack — this role runs on 6+ platforms daily • You need perfect instructions before you take action • You've never completed anything with strict attendance or performance requirements • You can't commit to the overnight shift (9 PM – 6 AM, Monday–Friday) • You have major life events — weddings, moves, travel — during the 2-week training period • You see feedback as personal criticism rather than coaching • You need more than 4 weeks to transition your current commitments • You have less than 2 years of hands-on VA or EA experience with international clients