Product: Magical Extension (Text Expander & Autofill)
Location: Remote (LATAM)
Reports to: Cofounder
Magical 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 base
Enterprise renewals and expansions
Billing, entitlements, and usage investigations
Support 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 $1.5M ARR product line with real autonomy.
Own customer support across self-serve and enterprise users
Handle escalations, billing issues, and complex cases in Intercom
Optimize Fin, workflows, and help content to reduce ticket volume
Primary point of contact for enterprise customers
Manage seat changes, plan updates, renewals, and pricing conversations
Own renewals within defined guardrails
Snowflake: investigate usage, activity, and trends
Stigg: manage entitlements and plans
Stripe: handle invoicing, proration, and renewals
Coordinate with Finance (QuickBooks) as needed
Independently investigate ambiguous issues
Make judgment calls on discounts, grace periods, and seat changes
Escalate only with a clear recommendation
Support volume is stable or declining due to your optimizations
Enterprise customers love you as their primary owner
You bring decisions—not questions
5–8+ years in B2B SaaS (Customer Success, RevOps, CS Ops, or senior Support)
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
Fully remote
LATAM or Europe preferred
Competitive compensation based on region and experience
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