FedRamp Customer Success Manager

Magnet-Forensics; Washington (District of Columbia); On-site; USD 120,000 - 160,000; Full time

Job summary

Magnet Forensics seeks a FedRamp Customer Success Manager to lead strategic, high-value federal accounts. You will partner with Federal Sales, Security, Compliance, and Engineering to ensure success in FedRAMP environments, guiding customers from onboarding through renewal and expansion.

You will own executive relationships, translate customer goals into measurable outcomes, and coordinate internal teams to deliver value and risk-managed outcomes for critical investigations and security programs.

Qualifications

• Proven experience managing strategic, enterprise or public-sector customer relationships with executive engagement.
• Strong customer success, account management, or technical account leadership with renewals and expansions.
• Deep understanding of complex software products and enterprise environments.
• Excellent verbal and written communication with ability to influence executives.

Responsibilities

• Own executive relationships within FedRamp accounts and lead executive business reviews.
• Guide onboarding, deployment, adoption, and value realization across Magnet’s product portfolio.
• Maintain compliance with FedRAMP controls and federal security standards.
• Coordinate cross-functional teams to address customer needs and risks.
• Drive retention, renewal readiness, and expansion through measurable outcomes.

Skills

Strategic relationships

Customer success

Account leadership

Enterprise software

Communication

Salesforce

Gainsight

DFIR domain

Tools

Salesforce

Gainsight

Job description

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!

Role Summary

Magnet Forensics is seeking a highly experienced, strategic, and customer‑obsessed FedRamp Customer Success Manager (CSM) to own and lead relationships with our most complex, high‑value, and mission‑critical customers. This role will support U.S. federal customers operating in FedRAMP‑authorized environments. The Customer Success Manager will partner closely with Federal Sales, Security, Compliance, and Engineering teams to ensure customer success while adhering to FedRAMP requirements and federal security standards.

As a FedRamp CSM, you will serve as the primary strategic partner for assigned FedRamp accounts, guiding customers through their full lifecycle with Magnet — from onboarding and deployment through adoption, value realization, renewal, and expansion. You will be accountable for building deep, trusted relationships across customer organizations (including C-level stakeholders), coordinating complex internal teams, and ensuring customers achieve measurable outcomes aligned to their business and investigative objectives.

The mission of the FedRamp Customer Success Manager is to protect and grow Magnet’s most important customer relationships by delivering exceptional experiences, accelerating time-to-value, proactively managing risk, and creating long‑term partnerships that drive retention, expansion, and advocacy.

What You’ll Do

Strategic Customer Leadership & Executive Engagement

• 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
• 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.

Customer Lifecycle Ownership & Value Realization

• 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.

Product & Domain Expertise

• 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.

Cross‑Functional Leadership & Internal Alignment

• 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.

Relationship Building & Advocacy

• 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

What We’re Looking For

Required

• 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.

Technical & Domain Expertise

• 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