Magical

Customer Success & Support Manager

Magical

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

SeniorLead

Tech Stack

SQL

About the role

  • Own customer support across self-serve and enterprise users
  • Handle escalations, billing issues, and complex cases
  • Optimize Fin, workflows, and help content to reduce ticket volume
  • Primary point of contact for enterprise customers and decision makers
  • Manage seat changes, plan updates, renewals, and pricing conversations
  • Own renewals within defined guardrails
  • Investigate usage, activity, and trends
  • Manage entitlements and plans
  • Handle invoicing, proration, and renewals
  • Coordinate with Finance as needed
  • Independently investigate ambiguous issues
  • Make judgment calls on discounts, grace periods, and seat changes
  • Escalate only with a clear recommendation

Requirements

  • 5–8+ years in B2B SaaS (Customer Success, RevOps, CS Ops, or senior Support)
  • Experience owning relationships with decision makers at large companies
  • Comfortable owning support, billing, and renewals end-to-end
  • Experience with Intercom, Stripe, and subscription systems
  • Data-driven; SQL or Snowflake experience strongly preferred
  • Confident, autonomous, and systems-oriented
Benefits
  • Fully remote 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

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Hard Skills & Tools
SQLSnowflakebillingrenewalscustomer supportdata analysissubscription systemsworkflow optimizationinvoicingproration
Soft Skills
autonomousconfidentjudgmentrelationship managementproblem-solvingcommunicationdecision makingescalation managementorganizationaldata-driven