Manager, Customer Success (Fully Remote)

Magnet Forensics Inc.; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Generous time off

Healthcare benefits

Retirement benefits

Volunteer opportunities

Employee resource groups

Job summary

Magnet Forensics Inc. is seeking a Senior Customer Success Leader to own joint customer success plans and guide strategic adoption of Magnet's products.

You will lead a two-person Technical Support Engineer team and report to the Director, Customer Success, ensuring a confident, outcomes-driven customer journey. The role is remote-based in the United Kingdom, with a Sunday–Thursday schedule and occasional travel for customer engagements.

Qualifications

• 6+ years in Customer Success, Strategic Account Management, or related roles.
• 2+ years leading technical, customer-facing teams.
• Experience building strategic customer plans and facilitating executive business reviews.

Responsibilities

• Own the development and execution of joint customer success plans aligned with business priorities and adoption goals.
• Use customer health data to identify risks and initiate interventions before issues threaten success.
• Coordinate internal teams including Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering.
• Drive measurable outcomes and strengthen strategic relationships for a flagship customer.
• Serve as the primary point of accountability, ensuring a seamless and confident journey with Magnet's products and services.

Skills

Customer Success

Strategic Account Management

Team Leadership

Education

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

Job description

• Drive measurable outcomes and strengthen strategic relationships for a flagship customer.
• Serve as the primary point of accountability, ensuring a seamless and confident journey with Magnet's products and services.
• Report to the Director, Customer Success and directly lead a team of two Technical Support Engineers.

What You'll Do:

• Own the development and execution of joint customer success plans aligned with business priorities and adoption goals.
• Use customer health data to identify risks and initiate interventions before issues threaten success.
• Coordinate internal teams including Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering.

What We're Looking For:

• Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or equivalent experience.
• 6+ years in Customer Success, Strategic Account Management, or related roles, including 2+ years leading technical, customer-facing teams.
• Experience building strategic customer plans and facilitating executive business reviews.

Working Conditions:

• Remote role based in the United Kingdom with a Sunday-to-Thursday work week, 9 am to 5 pm Arabia Standard Time.
• Extended periods of computer-based work, occasional off-hours support, and up to 20% travel for customer engagements or team meetings.
• Magnet offers generous time off, healthcare and retirement benefits, volunteer opportunities, and employee resource groups.

Magnet Forensics

Magnet Forensics is a global leader in digital investigative software that helps acquire, analyze, and share evidence from computers, smartphones, tablets, and IoT devices. Serving thousands of customers worldwide, the company is expanding globally and fosters a culture of innovation, learning, and high integrity.