Customer Success

hace 20 horas


Argentina Magical A tiempo completo

About the CompanyWe're an AI native company empowering anyone to automate the most mundane, soul-crushing workflows.We've already 4x our revenue last year. Our goal is to 4x again in 2026.We're backed by the investors behind OpenAI, Anthropic, Huggingface, and Notion, including Greylock, Coatue, and Lightspeed. The runway is long. The ambition is high. And the market is wide open.About the RoleMagical is hiring a Customer Success & Support Manager to own the entire customer experience and commercial operation for our Extension product.This role is the single owner of:Customer support for the full user baseEnterprise renewals and expansionsBilling, entitlements, and usage investigationsSupport volume is partially handled by Intercom, Fin AI agent, and our knowledge base. You will personally handle complex cases and continuously improve the system to reduce manual load.This is not a traditional support role. You will operate a >$1M ARR product line with real autonomy.What You'll OwnCustomer Support (All Users)Own customer support across self-serve and enterprise usersHandle escalations, billing issues, and complex casesOptimize Fin, workflows, and help content to reduce ticket volumeCustomer & Commercial OwnershipPrimary point of contact for enterprise customers and decision makersManage seat changes, plan updates, renewals, and pricing conversationsOwn renewals within defined guardrailsRevenue OperationsInvestigate usage, activity, and trendsManage entitlements and plansHandle invoicing, proration, and renewalsCoordinate with Finance as neededProblem Solving & DecisionsIndependently investigate ambiguous issuesMake judgment calls on discounts, grace periods, and seat changesEscalate only with a clear recommendationWhat Success Looks LikeSupport volume is stable or declining due to your optimizationsEnterprise customers love you as their primary ownerYou bring decisions—not questionsWho You Are5–8+ years in B2B SaaS (Customer Success, RevOps, CS Ops, or senior Support)Experience owning relationships with decision makers at large companiesComfortable owning support, billing, and renewals end-to-endExperience with Intercom, Stripe, and subscription systemsData-driven; SQL or Snowflake experience strongly preferredConfident, autonomous, and systems-orientedLocation & CompensationFully remoteCompetitive compensation based on region and experience



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