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Senior Customer Success Manager
Magnet ForensicsUnited States, United Statesfull_timeVerifiedPosted 16 May 2025
💰 $132,000/yr($77,000/yr – $132,000/yr)
About the role
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 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, 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 delivering a positive customer experience organically and results in contract renewals and potential expansion opportunities
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 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, 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 delivering 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.
- Use Gainsight to manage customer 360-degree (C360) view and ensure stakeholders have useful product data at the right time.
- 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
- 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 teamworking 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 of network architecture (CCST, CCNA)
- May be required to work extra hours
- May be required to travel/Out of country travel required/Travel required to meet the responsibilities of the position
The Most Important Thing
- We’re looking for candidates that can provide examples of how they demonstrated Magnet CODE in their previous experiences.
CARE -We care about each other and our mission to make a difference in the world.OWN -We are accountable for or results – while never forgetting to act with integrity, empathy, and respect.DED
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