Magnet Forensics

Customer Success Escalation Lead

Magnet Forensics

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $112,700 - $193,200 per year

Job Level

Senior

Tech Stack

AWSAzureCloud

About the role

  • Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation.
  • Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.
  • Support customers during the critical post-purchase phase to accelerate time-to-value and adoption.
  • Serve as a technical onboarding resource for Customer Success Managers and customers, providing guidance on product functionality, workflows, and best practices.
  • Deliver product walkthroughs, onboarding sessions, and targeted technical demonstrations tailored to customer environments.
  • Translate technical concepts clearly for both technical and non-technical customer audiences.
  • Maintain strong working knowledge of Magnet’s product portfolio and common customer use cases.
  • Partner closely with Customer Success Managers to align onboarding activities with customer goals and success plans.
  • Collaborate with Support and the Customer Success Escalation Lead to ensure a smooth handoff when technical issues fall outside onboarding scope.
  • Work with Support, QA, and internal teams to ensure a seamless transition from deployment to post-deployment usage.
  • Identify and surface early adoption challenges, risks, or gaps to CSMs and the Customer Success Escalation Lead for proactive resolution.
  • Capture customer feedback during onboarding and early adoption and share insights with internal teams to improve processes and customer experience.
  • Assist in creating and maintaining onboarding documentation, internal playbooks, and enablement materials for the Customer Success team.
  • Support training efforts for Customer Success Managers related to onboarding workflows, product updates, and early-stage customer challenges.

Requirements

  • College or University Degree or Diploma in Engineering, IT, Computer Science, or equivalent practical experience.
  • 3–5 years of experience working with computer, mobile, and cloud-based software solutions in technical or investigative environments.
  • Hands-on experience with digital forensics tools such as AXIOM, FTK, EnCase, XRY, GrayKey, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies.
  • Experience supporting or assisting with deployments of forensic or investigative tools in customer environments.
  • Strong written and verbal communication skills, with the ability to clearly explain technical concepts.
  • Highly collaborative, customer-focused, and comfortable working as part of a broader Customer Success organization.
  • Ability to manage multiple onboarding engagements simultaneously.
  • Self-driven with the ability to work independently while understanding when to escalate issues.
  • Experience supporting multimedia investigations is a plus.
  • Exposure to private-sector incident response workflows or corporate investigations is desirable.
  • Multilingual capabilities are an asset but not required.
  • Experience working in Salesforce, Gainsight, or similar customer success platforms is a plus.
  • Industry-recognized certifications are preferred, including: – IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA – DFIR: MCFE, MCGE/MCVK, CFCE (IACIS), GCIH (SANS – Incident Response)
  • May be required to work flexible hours to support customer onboarding needs.
  • Willingness to travel up to 10%.
Benefits
  • Generous time off policies
  • Competitive compensation
  • Volunteer opportunities
  • Reward and recognition programs
  • Employee committees & resource groups
  • Healthcare and retirement benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
digital forensicstechnical onboardingproduct setupworkflow validationcustomer feedback analysismultimedia investigationsincident response workflowscloud-based software solutionstechnical demonstrationsonboarding documentation
Soft skills
strong written communicationstrong verbal communicationcollaborativecustomer-focusedself-drivenability to manage multiple engagementsability to explain technical conceptsproblem-solvingadaptabilityteamwork
Certifications
CompTIA Network+CompTIA Security+AWS Cloud PractitionerAzure FundamentalsCCNAMCFEMCGEMCVKCFCEGCIH