Job description
About the Company
We’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 Role
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 >$1M ARR product line with real autonomy.
What You’ll Own
Customer Support (All Users)
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
Customer & Commercial Ownership
Primary point of contact for enterprise customers and decision makers
Manage seat changes, plan updates, renewals, and pricing conversations
Own renewals within defined guardrails
Revenue Operations
Investigate usage, activity, and trends
Manage entitlements and plans
Handle invoicing, proration, and renewals
Coordinate with Finance as needed
Problem Solving & Decisions
Independently investigate ambiguous issues
Make judgment calls on discounts, grace periods, and seat changes
Escalate only with a clear recommendation
What Success Looks Like
Support volume is stable or declining due to your optimizations
Enterprise customers love you as their primary owner
You bring decisions—not questions
Who You Are
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
Location & Compensation
Fully remote
Competitive compensation based on region and experience
