Magnet Forensics

Customer Success Manager – Flagship

Magnet Forensics

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $77,000 - $132,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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.

Requirements

  • 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.
  • Fluency in French is required.
  • 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.
  • Industry-recognized certifications (CFCE, GCIHA) and/or Magnet certifications (MCFE, MCGE/MCVK, MCVE, etc.) are highly desirable.
  • 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%.
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
customer successaccount managementtechnical account leadershipsoftware productstechnical workflowsbusiness acumencustomer health managementrisk managementengagement strategiesnetwork architecture
Soft skills
relationship-buildinginfluenceleadershiporganizational skillsproactive managementcommunication skillspresentation skillsmulti-taskingcustomer advocacycollaboration
Certifications
CCSTCCNACFCEGCIHAMCFEMCGEMCVKMCVE