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Magnet Forensics · 1 day ago

Customer Success Manager (Flagship) - USA

United States

Full-time

Remote

Senior Level

$77K/yr - $132K/yr

Magnet Forensics is a global leader in the development of digital investigative software, and they are seeking a highly experienced Flagship Customer Success Manager to lead relationships with their most complex, high-value customers. This role involves guiding customers through their full lifecycle with Magnet, ensuring they achieve measurable outcomes aligned to their business objectives.

Cyber SecurityInformation TechnologyLaw EnforcementProductivity ToolsSoftware

Responsibilities

Own executive-level relationships within flagship accounts, including regular engagement with C-suite and senior leadership stakeholders

Act as a trusted advisor to customers, aligning Magnet’s products and services to their strategic objectives, operational priorities, and long-term success

Lead executive business reviews (EBRs/QBRs), outcome-focused success planning, and roadmap discussions with customer leadership

Proactively identify risks, adoption challenges, and expansion opportunities, and drive coordinated action plans

Lead complex customer onboarding, implementation, and adoption efforts across Magnet’s product portfolio, ensuring successful deployment and accelerated time-to-value

Develop and maintain comprehensive customer success plans, including goals, milestones, success metrics, and executive outcomes

Identify, track, and mitigate adoption barriers through structured, cross-functional collaboration

Drive customer retention, renewal readiness, and expansion by ensuring consistent value delivery and outcome realization

Serve as a subject-matter expert on Magnet’s products, services, workflows, and use cases across digital forensics and investigative environments

Provide strategic guidance on product capabilities, integrations, licensing, and best-practice workflows to both technical and non-technical audiences

Partner closely with Customer Success Engineering, Professional Services, Support, and Product teams to address complex technical and operational needs

Translate customer feedback, feature requests, and trends into actionable insights for internal teams

Act as the primary customer advocate within Magnet, ensuring customer priorities are understood and addressed across Sales, Renewals, Support, Product, Engineering, and Professional Services

Collaborate with Sales and Pre-Sales to ensure a seamless transition from pre-sales to post-sales and ongoing account strategy alignment

Partner with Renewals and Growth teams to support retention and expansion strategies for flagship accounts

Use Gainsight and Salesforce to maintain a complete, accurate, and actionable 360-degree view of the customer

Build deep, multi-threaded relationships across customer organizations to ensure long-term partnership resilience

Collect and synthesize customer feedback, training needs, and experience insights to continuously improve customer outcomes

Champion customer advocacy opportunities, including references, testimonials, and advisory participation where appropriate

Qualification

Customer Success ManagementExecutive EngagementDigital Forensics ExpertiseSalesforce CRMGainsightTechnical AptitudeBusiness AcumenSpanish FluencyRelationship BuildingCommunication SkillsOrganizational Skills

Required

Proven experience managing strategic, high-value, enterprise or public-sector customer relationships, including direct engagement with C-level executives

Strong customer success, account management, or technical account leadership background with ownership of renewals and expansions

Deep understanding of complex software products, technical workflows, and enterprise environments

Exceptional relationship-building skills with the ability to influence, lead, and align both customer and internal stakeholders

Strong business acumen and ability to translate customer goals into measurable success outcomes

Excellent verbal and written communication skills, with the ability to present confidently to executive and technical audiences

Highly organized, proactive, and comfortable managing multiple complex accounts simultaneously

Experience using Salesforce CRM and Gainsight (or similar CS platforms) to manage customer health, risk, and engagement

Previous experience in Digital Forensics and Incident Response (DFIR) or closely related investigative, security, or law-enforcement technology domains

Strong technical aptitude, including the ability to discuss product architecture, integrations, workflows, and network considerations

One of the following certifications or strong demonstrated knowledge of network architecture: CCST, CCNA, or equivalent

Ability to work flexible hours as needed to support customer and business needs

Willingness to travel, including potential international travel, to support flagship customers

Ability to travel up to approximately 20%