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 every 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 of network architecture (CCST, CCNA). May be required to travel up to 10-20% of time. 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. DEDICATE - We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect. EVOLVE - We are constantly innovating and exploring new ways to work together to make an impact with our work. Compensation & Benefits The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job‑related factors such as qualifications, experience, knowledge and skills. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable). Compensation Range: MIN: $77,000 - MID: $110,000 - MAX: $132,000 Currency: USD MIN: $72,100 - MID: $103,000 - MAX: $123,600 Currency: CAD Magnet is proud to offer benefits such as: Generous time off policies Competitive compensation Volunteer opportunities Reward and recognition programs Employee committees & resource groups Healthcare and retirement benefits Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways. Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact should you require any accommodations. All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment. US Applicants Magnet Forensics participates in E-Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S. #J-18808-Ljbffr