Manager of Customer Success

Magnet Forensics; Canada; Hybrid; CAD 94,000 - 159,000; Full time

Job summary

A leading digital forensic software company in Canada is seeking a Manager of Customer Success to lead a team focused on transforming customer engagement. The ideal candidate will drive proactive strategies to improve customer outcomes and be responsible for coaching and developing the team. This role requires 7-10 years of experience in Customer Success with at least 2 years in a leadership position. The company offers competitive compensation and supports continuous learning.

Benefits

Generous time off policies

Competitive compensation

Volunteer opportunities

Healthcare and retirement benefits

Qualifications

• 7–10+ years of experience in Customer Success or Account Management.
• 2+ years leading customer-facing teams.
• Proven ability to lead teams through transformation.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Shift from reactive engagement to proactive customer outcomes.
• Drive a shift from issue management to proactive engagement.

Skills

Coaching

Team leadership

Customer engagement

Analytics

Proactive mindset

Education

Bachelor’s degree in business, marketing, or related field

Tools

Salesforce

Gainsight

Job description

Who We Are; What We Do; Where We’re Going

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you!

Your Role:

As a Manager of Customer Success, you will lead and inspire a team of Customer Success Managers as Magnet Forensics evolves into a proactive, customer-results-focused Customer Success motion. You will be responsible for guiding the team through this transformation—shifting from reactive engagement to anticipating customer needs, driving measurable outcomes, and delivering consistent value across the customer lifecycle.

You will act as a people leader, coach, and change agent, balancing team development, customer outcomes, and cross-functional collaboration. This role plays a critical part in shaping how Magnet partners with customers and ensures Customer Success is viewed as a strategic driver of adoption, retention, and growth. This role includes up to 10% travel to support customers, team collaboration, and cross-functional alignment.

The candidate must reside in the USA or Canada

What You Will Accomplish:

• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus;
• Inspire and guide the team into a new, proactive Customer Success model centered on customer outcomes and results;
• Establish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standards;
• Drive a shift from reactive issue management to proactive engagement, risk identification, and value realization;
• Ensure consistent execution of the customer lifecycle from onboarding through renewal and expansion;
• Partner with the team to define customer goals, success criteria, and measurable outcomes;
• Identify adoption barriers and customer risks early, ensuring action plans are in place before issues escalated;
• Act as an escalation point for complex or high-risk customer situations, supporting structured account recovery efforts;
• Leverage customer data and insights to guide prioritization, engagement strategies, and decision-making;
• Provide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional teams;
• Collaborate closely with Sales, Renewals, Product, Support, Professional Services, and Marketing to deliver a unified customer experience;
• Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements;
• Lead change effectively as products, processes, and business models evolve.

Qualifications:

• Bachelor’s degree in business, marketing, or a related field (or equivalent experience);
• 7–10+ years of experience in Customer Success, Account Management, or related customer-facing roles;
• 2+ years of experience leading or managing customer-facing teams;
• Proven ability to lead teams through change, transformation, and growth;
• Strong coaching, mentoring, and people-leadership skills;
• Demonstrated customer-outcomes mindset with experience driving adoption, retention, and expansion;
• Experience using CRM and Customer Success platforms (Salesforce, Gainsight, or similar);
• Strong analytical skills with the ability to use data to guide decisions and prioritize effort;
• Excellent written, verbal, and presentation skills with the ability to influence at multiple levels;
• Ability to translate strategy into clear, actionable guidance for teams;
• Experience in SaaS, technical, or digital forensics environments is an asset;
• Willingness and ability to travel up to 10%

The Most Important Thing

• We’re looking for candidates that can provide examples of how they demonstrated Magnet CODE in their previous experiences.

• CARE -We care about each other and our mission to make a difference in the world.
• OWN -We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.
• DEDICATE -We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
• EVOLVE -We are constantly innovating and exploring new ways to work together to make an impact with our work.

Compensation & Benefits

• The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you.
• Compensation Range:

• MIN:$98,000 - MID: $140,000 - MAX: $168,000 Currency: USD
• MIN:$94,200 - MID: $132,000 - MAX: $158,400 Currency: CAD

• Magnet is proud to offer benefits such as:
• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits

Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.

Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact [e-mail] should you require any accommodations.

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.

US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.