Customer Success Manager

Who We Are; What We Do; Where We’re Going
Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries. Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security. With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.  If you think you would be the right person to join our team working towards this goal, we would love to hear from you! 
Role Summary - Magnet Forensics is in search of a seasoned Senior Customer Success Manager dedicated to enhancing our customers' overall experience during their engagement with our products and interactions with our organization. As a key player in this role, you will be responsible for nurturing the complete customer journey with Magnet, encompassing initial onboarding, regular customer touchpoints, identifying and working cross-functionally to overcome adoption barriers to product usage, recovering at-risk accounts, soliciting valuable product feedback and feature requests, and driving positive retention rates. The mission of the Customer Success Manager extends to ensuring that these proactive efforts deliver a positive customer experience organically and results in contract renewals and potential expansion opportunities.

Role Responsibilities:

• Act as a trusted advocate for your customers, driving their success through effective adoption and value realization of Magnet’s products and services.
• Leaning on experience in the DFIR field, advise customers on best practices and workflows to attain value realization of Magnet’s product suite.
• Maintain a deep understanding of the competitive landscape and market trends within the DFIR space.
• Use Gainsight to manage customer 360-degree (C360) view and ensure stakeholders have useful product data at the right time.
• Detect early warning signs of negative customer sentiment and collaborate with internal stakeholders to ensure proactive engagement and resolution.
• Execute successful customer onboarding and implementation, including product, network, and license set-up, for a variety of digital forensic tools.
• Be the trusted partner for the customer on product features, functionality, and workflows.
• Build lasting customer partnerships that helps them accomplish their objectives with our tool set.
• Collaborate with pre-sales to have a seamless bridge between pre-sales and post-sales customer activities.
• Collaborate closely with internal team members to support renewals and expansion opportunities.
• Leverage business intelligence and proactive customer interaction to verify customer experience is always top-notch.
• Be the primary customer advocate within the company and manage any challenges that may arise.
• Support and work with internal teams to resolve any customer complaints.
• Collect insight on and advocate for customer training requirements.
• Function as a primary representative for the customer by collecting customer feedback and identifying trends to action with internal teams to continually improve the customer experience.   

Qualifications:

• Self-driven and proactive.
• Experience in a customer-facing role providing exceptional customer experience.
• Technical account management skills and the ability to speak to technical functionality of a product to both technical and non-technical audiences.
• Able to communicate confidently and effectively to ever level of an organization, including Sr. level executives.
• Experience developing Recovery Plans for at-risk accounts.
• Excellent verbal and written skills, with sufficient mobile device and computer literacy to speak to the product capabilities.
• Highly organized and ability to multi-task.
• Excellent teamwork skills.
• Previous experience in the DFIR (Digital Forensics and Incident Response) fields.
• Industry-accepted certifications (CFCE, GCIHA) a plus as well as any Magnet-specific certifications (MCFE, MCGE/MCVK, MCVE, etc.).
• Experience working in Salesforce CRM and Gainsight is a plus.
• One of the following certifications or strong understanding