Customer Success Manager

November 5

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Magnet Forensics

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Security • Enterprise

Magnet Forensics is a company that specializes in providing digital forensics and incident response tools. Their solutions, such as Magnet AXIOM and Magnet GrayKey, are used by law enforcement, military, intelligence, and enterprise organizations to recover, analyze, and manage digital evidence. They offer a wide range of tools to support digital investigations, including data extraction from mobile devices, video recovery, and workflow automation. Magnet Forensics aims to enhance the efficiency and accuracy of digital forensics processes across various sectors.

201 - 500 employees

Founded 2009

🔐 Security

🏢 Enterprise

💰 $74.4M Post-IPO Secondary on 2021-12

📋 Description

• Act as a trusted advocate for your customers, driving their success through effective adoption and value realization of Magnet’s products and services. • Leaning on experience in the DFIR field, advise customers on best practices and workflows to attain value realization of Magnet’s product suite. • Maintain a deep understanding of the competitive landscape and market trends within the DFIR space. • Use Gainsight to manage customer 360-degree (C360) view and ensure stakeholders have useful product data at the right time. • Detect early warning signs of negative customer sentiment and collaborate with internal stakeholders to ensure proactive engagement and resolution. • Execute successful customer onboarding and implementation, including product, network, and license set-up, for a variety of digital forensic tools. • Be the trusted partner for the customer on product features, functionality, and workflows. • Build lasting customer partnerships that helps them accomplish their objectives with our tool set. • Collaborate with pre-sales to have a seamless bridge between pre-sales and post-sales customer activities. • Collaborate closely with internal team members to support renewals and expansion opportunities. • Leverage business intelligence and proactive customer interaction to verify customer experience is always top-notch. • Be the primary customer advocate within the company and manage any challenges that may arise. • Support and work with internal teams to resolve any customer complaints. • Collect insight on and advocate for customer training requirements. • Function as a primary representative for the customer by collecting customer feedback and identifying trends to action with internal teams to continually improve the customer experience.

🎯 Requirements

• Self-driven and proactive. • Experience in a customer-facing role providing exceptional customer experience. • Technical account management skills and the ability to speak to technical functionality of a product to both technical and non-technical audiences. • Able to communicate confidently and effectively to every level of an organization, including Sr. level executives. • Experience developing Recovery Plans for at-risk accounts. • Excellent verbal and written skills, with sufficient mobile device and computer literacy to speak to the product capabilities. • Highly organized and ability to multi-task. • Excellent teamwork skills. • Previous experience in the DFIR (Digital Forensics and Incident Response) fields. • Industry-accepted certifications (CFCE, GCIHA) a plus as well as any Magnet-specific certifications (MCFE, MCGE/MCVK, MCVE, etc.). • Experience working in Salesforce CRM and Gainsight is a plus. • One of the following certifications or strong understanding of network architecture (CCST, CCNA). • May be required to travel up to 10-20% of time.

🏖️ Benefits

• Generous time off policies • Competitive compensation • Volunteer opportunities • Reward and recognition programs • Employee committees & resource groups • Healthcare and retirement benefits