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

Magnet Forensics is a global leader in digital investigation software, specializing in tools that collect, examine, and share evidence from computers, mobile devices, and IoT technologies. We continuously innovate to equip our customers with powerful tools to safeguard their organizations, communities, and nations.

Our solutions support thousands of customers worldwide, playing a vital role in advancing digital investigations, combating crime, securing assets, and protecting national interests.

With a growing international team, Magnet Forensics is expanding its global reach. Joining our team means having the opportunity to make a real impact, supported by professional development and a talented, values-driven team.

If this mission resonates with you, we’d love to hear from you!

Role Overview

We’re looking for an experienced Customer Success Manager to elevate our customers’ experience throughout their journey with Magnet Forensics. In this role, you’ll guide customers from onboarding through ongoing engagement, helping them overcome adoption challenges, gathering product feedback, and supporting retention and growth.

Your goal will be to ensure a seamless and positive customer experience that naturally leads to renewals and expansion opportunities.

Key Responsibilities

– Serve as a trusted advisor to customers, helping them achieve success through effective use of Magnet’s products.
– Use Gainsight to maintain a comprehensive customer view and provide stakeholders with timely product insights.
– Lead onboarding and implementation processes, including setup of products, networks, and licenses.
– Be a go-to expert for customers on product features, functionality, and workflows.
– Foster long-term customer relationships that support their goals using our tools.
– Collaborate with pre-sales teams to ensure a smooth transition to post-sales support.
– Work closely with internal teams to support renewals and identify growth opportunities.
– Use data and proactive outreach to ensure a top-tier customer experience.
– Act as the customer’s internal advocate, resolving issues and addressing concerns.
– Gather insights on training needs and advocate for customer education.
– Represent the customer internally by collecting feedback and identifying trends to improve the overall experience.

Qualifications

– Self-motivated and proactive
– Experience in a customer-facing role with a strong focus on customer satisfaction
– Ability to explain technical features to both technical and non-technical audiences
– Strong communication skills and digital literacy
– Highly organized with multitasking abilities
– Excellent team collaboration skills
– Background in Digital Forensics and Incident Response (DFIR) preferred
– Industry certifications (e.g., CFCE, GCIHA, MCFE, MCGE/MCVK, MCVE) are a plus
– Familiarity with Salesforce CRM and Gainsight is beneficial
– Network certification or knowledge (e.g., CCST, CCNA) preferred
– Willingness to work extra hours and travel as needed

What Matters Most

We’re looking for candidates who embody our core values, known as 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 customer needs and supporting their mission.
EVOLVE – We continuously innovate and seek better ways to collaborate and make a difference.

Compensation & Benefits

– Salary range for this role: $77,000 – $132,000 USD (depending on location, experience, and qualifications)
– Generous time-off policies
– Competitive pay
– Volunteer opportunities
– Recognition and rewards programs
– Employee resource groups and committees
– Health and retirement benefits

At Magnet Forensics, we are committed to continuous learning and building a diverse, inclusive workplace. Even if you don’t meet every qualification, we encourage you to apply.

We are an Equal Opportunity Employer and welcome applicants regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or genetic information. We provide accommodations during the hiring process upon request. Please contact aoda@magnetforensics.com for assistance.

Employment is contingent on the successful completion of a background check, conducted in compliance with applicable laws.

For U.S. applicants: Magnet Forensics participates in E-Verify to confirm employment eligibility.