Director of Customer Success

1 month ago

Toronto, Canada Magnet Forensics Full time

**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 over 4,000 customers in over 100 countries, 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 with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. 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 seeking an experienced customer-centric **Director of Customer Success** who will lead our global customer success team, ensuring that our clients achieve their desired outcomes and derive maximum value from our products. This role involves strategic leadership, team development, and fostering a customer-centric culture within the organization.**Key Responsibilities**:
**Strategic Leadership**:

- Develop and execute a comprehensive customer success strategy that aligns with company goals and enhances customer satisfaction and retention.**Change Management**:

- Agility and flexibility are essential in this role. Our business is growing and changing quickly though the introduction of new products and business models. Leading the customer success team through change and adapting as needs of the company evolve will be critical to success.**Team Leadership**:

- Lead, mentor, and grow the customer success team, setting clear objectives and fostering a collaborative environment.**Customer Engagement**:

- Build strong relationships with key clients, acting as a trusted advisor to understand their needs and challenges.**Performance Metrics**:

- Define and track key performance indicators (KPIs) to measure customer success, health, and satisfaction to analyze our customer needs and deliver data-driven insights to key stakeholders to enhance the customer experience.**Onboarding & Training**:

- Oversee the onboarding process to ensure a seamless experience for new clients, including training and support resources.**Feedback Loop**:

- Establish processes for gathering customer feedback and insights, using this data to develop and implement innovative strategies to address customer input and improve satisfaction and retention.**Cross-Functional Collaboration**:

- Work closely with sales, product, and marketing teams to ensure alignment and a unified approach to customer success.**Escalation Management**:

- Address and resolve customer issues and escalations promptly, ensuring high levels of customer satisfaction.**Customer Advocacy**:Partner with Product, Engineering, Support, Sales, and other functions to advocate on behalf of client needs and collaborate on cross-functional solutions to strive for optimal customer experience that will enable growth.**Industry Trends**:Stay informed about industry trends and best practices in customer success to continuously enhance strategies and processes.**Qualifications**:

- Bachelor’s degree in business, marketing, or a related field; MBA preferred.
- 10+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.
- Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices;
- Successful record of accomplishment building empathic CSM teams that are customer-first and drive successful customer experiences;
- Demonstrated ability to lead CSMs and successfully manage global, distributed teams across cultures, lines of business, and geographies;
- Experience with full customer journey, from new product idea and initial launch to growth, scale, and maturation;
- Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs;
- Experience successfully working with senior (C-level) executives;
- Strategic thinker with the ability to respond quickly in front of customers;
- Strong organizational skills with keen attention to details;
- Deeply analytical (with emphasis on Gainsight CS and PX): use frameworks, data, and analytical tools to help structure the team's thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answe

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