Magnet Forensics

FedRamp Customer Success Manager

Magnet Forensics

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $77,000 - $121,000 per year

About the role

  • Own executive-level relationships within FedRamp accounts, including regular engagement with C-suite and senior leadership stakeholders.
  • Understand and communicate FedRAMP controls, authorization boundaries, and shared responsibility models to customers.
  • Serve as the primary Customer Success Manager for U.S. federal customers operating under FedRAMP requirements.
  • 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.
  • Support customers through federal onboarding, renewals, and expansion while maintaining compliance with government security standards.
  • 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 FedRamp 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.
  • 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.
  • Must possess an active U.S. Government Security Clearance (Secret or higher).
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 & Tools
customer success managementaccount managementtechnical account leadershipsoftware product understandingbusiness acumenrelationship buildingtechnical aptitudenetwork architecture knowledgecomplex software workflowsdigital forensics
Soft Skills
influencingleadershipcommunicationorganizationproactivitymulti-taskingcustomer advocacycollaborationstrategic guidanceproblem-solving
Certifications
CCSTCCNACFCEGCIHAMCFEMCGEMCVKMCVEU.S. Government Security Clearancenetwork architecture certification