Who We Are, What We Do, and Where We’re Headed

Magnet Forensics is a worldwide leader in creating digital investigation software that collects, examines, and shares evidence from computers, mobile devices, tablets, and Internet of Things (IoT) devices. We are constantly innovating to ensure our customers have cutting-edge tools to help protect their organizations, communities, and nations.

Our solutions are used by thousands of customers around the globe and are essential in modernizing digital investigations. They support investigators in combating crime, safeguarding assets, and maintaining national security.

With a growing team located across the world, Magnet Forensics is expanding its global footprint. By joining our team, you’ll have the opportunity to make a meaningful impact, regardless of your role. We offer support through professional development and a collaborative team known for its exceptional talent and integrity.

If you’re passionate about contributing to our mission, we’d love to hear from you!

Role Overview

Magnet Forensics is looking for an experienced Senior Customer Success Manager to enhance the customer experience throughout their journey with our products and organization. In this role, you’ll manage the entire customer lifecycle—from onboarding and regular check-ins to identifying and resolving adoption challenges, recovering at-risk accounts, gathering product feedback, and promoting customer retention and growth. Your goal will be to ensure a positive customer experience that naturally leads to renewals and expansion.

Key Responsibilities

– Serve as a trusted advisor, helping customers succeed by effectively adopting and gaining value from Magnet’s products and services.
– Use your DFIR expertise to guide customers on best practices and workflows to maximize product value.
– Stay informed about industry trends and competitors in the DFIR space.
– Utilize Gainsight to manage a comprehensive customer view and provide timely insights to stakeholders.
– Identify early signs of customer dissatisfaction and work with internal teams to proactively address issues.
– Lead successful onboarding and implementation, including setup of products, networks, and licenses.
– Be a go-to resource for customers on product features, functionality, and workflows.
– Build strong, lasting relationships that help customers achieve their goals using our tools.
– Collaborate with pre-sales teams to ensure a smooth transition from sales to customer success.
– Work closely with internal teams to support renewals and identify growth opportunities.
– Use business intelligence and proactive outreach to ensure a top-tier customer experience.
– Act as the primary advocate for customers and manage any challenges that arise.
– Assist internal teams in resolving customer concerns.
– Gather and advocate for customer training needs.
– Represent the customer internally by collecting feedback and identifying trends to improve the overall experience.

Qualifications

– Self-motivated and proactive.
– Proven experience in a customer-facing role delivering outstanding service.
– Strong technical account management skills; able to explain product functionality to both technical and non-technical audiences.
– Confident communicator with all levels of an organization, including executives.
– Experience creating recovery plans for at-risk customers.
– Excellent communication skills and digital literacy.
– Highly organized with strong multitasking abilities.
– Strong team player.
– Background in Digital Forensics and Incident Response (DFIR).
– Industry certifications such as CFCE, GCIHA, or Magnet-specific certifications (MCFE, MCGE/MCVK, MCVE) are a plus.
– Experience with Salesforce CRM and Gainsight is an asset.
– Knowledge of network architecture or certifications like CCST or CCNA.
– Willingness to travel up to 10–20% of the time.

What Matters Most

We’re seeking candidates who can demonstrate how they’ve embodied our core values—our CODE:

– CARE – We care deeply about each other and our mission to make a positive impact.
– OWN – We take responsibility for our results while acting with integrity, empathy, and respect.
– DEDICATE – We are committed to meeting our customers’ needs and supporting their missions.
– EVOLVE – We continuously innovate and seek new ways to collaborate and make a difference.

Compensation & Benefits

The salary range listed is based on the primary job location. Actual compensation may vary depending on location and qualifications. If you’re applying from a different location and are selected for an interview, our Talent Acquisition Partner will provide more details. For roles with incentive components (e.g., sales), the range reflects total target compensation (base + variable).

Compensation Ranges:
– USD: $77,000 (min) – $110,000 (mid) – $132,000 (max)
– CAD: $72,100 (min) – $103,000 (mid) – $123,600 (max)

Magnet offers a comprehensive benefits package, including:

– Generous vacation policies
– Competitive pay
– Volunteer opportunities
– Recognition and rewards programs
– Employee committees and resource groups
– Health and retirement benefits

At Magnet Forensics, we are committed to continuous learning and fostering a diverse, inclusive workplace. This commitment is reflected in our hiring practices and our core values. Even if you don’t meet every qualification listed, we encourage you to apply.

Magnet Forensics is an Equal Opportunity Employer. We consider all applicants regardless of race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, or any other protected status. We are dedicated to providing an inclusive and accessible hiring process. If you need accommodations, please contact aoda@magnetforensics.com.

All job offers are contingent on the successful completion of a background check, conducted in compliance with applicable laws. Refusal to consent may result in the withdrawal of an offer.

For U.S. applicants: Magnet Forensics participates in E-Verify and will provide your Form I-9 information to the federal government to confirm your authorization to work in the U.S.