Remote Customer Success Manager - Flagship Accounts

Magnet Forensics Inc.; United Kingdom; Hybrid; GBP 85,000 - 115,000; Full time

Benefits offered by this job

Generous time off

Competitive compensation

Volunteer opportunities

Healthcare & retirement

Job summary

Magnet Forensics is seeking a Manager, Customer Success, to drive measurable outcomes and strategic relationships for a flagship customer. You will lead cross-functional teams across Sales, Professional Services, and Engineering to ensure sustained value and a high-quality customer journey.

You will directly manage two Technical Support Engineers, guiding technical engagement and timely issue resolution while aligning with broader customer success goals.

Qualifications

• Minimum 6+ years in Customer Success, Strategic Account Management, or related role.
• At least 2+ years leading technical, customer-facing teams.
• Proven ability to influence and coordinate cross-functional teams without direct reporting authority.
• Experience building strategic customer plans and executive business reviews.
• Strong technical aptitude and credibility with technical stakeholders.
• Excellent communication and problem-solving skills with a customer-first mindset.

Responsibilities

• Own the end-to-end success strategy for a flagship customer and translate objectives into measurable outcomes.
• Develop and maintain joint customer success plans aligned to priorities and value milestones.
• Understand customer's business, environment, and success measures.
• Use data and insights to monitor health, adoption, and progress; identify risks and intervene.
• Demonstrate customer value through regular outcome reviews and opportunities for improvement.
• Coordinate internal teams to deliver a cohesive customer experience and ensure accountability.
• Lead and coach two Technical Support Engineers with clear expectations for technical excellence.
• Represent flagship customers in planning and business review meetings.
• Directly manage and develop the two engineers to foster growth and performance.

Skills

Leadership

Cross-functional coordination

Executive stakeholder management

Communication

Customer success

Education

Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, or Engineering

Tools

Gainsight CS

Salesforce CRM

Salesforce Service Cloud

Job description

Magnet Forensics is seeking a Manager, Customer Success, to drive measurable outcomes and strategic relationships for a flagship customer. You will lead cross-functional teams across Sales, Professional Services, and Engineering to ensure sustained value and a high-quality customer journey.

You will directly manage two Technical Support Engineers, guiding technical engagement and timely issue resolution while aligning with broader customer success goals.