Client Retention Specialist (Night Shift)

About the role

Magic connects remote talent with fast-growing businesses. This is a post-sale, retention-focused role where you own a portfolio of client-assistant pairings and are accountable for keeping clients engaged and happy. It is not a save desk: you spot early warning signs, handle win-back conversations and drive client success. The shift is Monday to Friday, 10 PM to 7 AM PHT, supporting US-based clients.

Key responsibilities

• Own a portfolio of client-assistant relationships, knowing their goals, workflows and health at all times
• Prevent churn by reading early signals such as dips in engagement, assistant friction and unresolved frustration
• Lead win-back and escalation conversations on live calls, with empathy and a clear path forward
• Drive client success through onboarding sessions, 30-day check-ins and recurring follow-ups
• Advocate for assistants through regular feedback sessions, coaching conversations and surfacing their needs to leadership
• Triage 30+ tickets daily with fast, personalized responses
• Document every interaction in HubSpot accurately
• Partner with Operations, Finance and Engineering on matters beyond your direct scope

Required profile

• 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 preferred
• Ability to manage several active client relationships at once
• Comfortable owning retention or renewal metrics and explaining how you moved them
• Fluent written and verbal English, comfortable on live escalations and coaching calls
• Reliable night-shift availability (10 PM–7 AM PHT) with a history of night shifts
• Proactive, solutions-oriented approach

Required skills

• CRM tools, HubSpot preferred
• English fluency

What we offer

• Gross package up to PHP 38,000 per month
• Night shift (10 PM–7 AM PHT)
• Full 4-week training program (Product & Skills, then Immersion) included

Application process: application and pre-qualifying questions, 30-minute HR interview, written case study, second-level interview with support management, mock feedback call, final interview with the Head of Sales, then the 4-week training program.