Customer Success Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Magnet Forensics

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

💼 Consulting

🎖️ Defense

🏥 Healthcare

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

Consulting • Defense • Healthcare

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.

📋 Description

• Drive measurable outcomes, strengthen strategic relationships, and deliver an exceptional end-to-end customer experience for a new flagship customer • Own the end-to-end success strategy for a flagship customer • Develop and maintain joint customer success plans aligned to business priorities, desired outcomes, adoption goals, and value realization milestones • Establish a deep understanding of the customer’s business, operating environment, strategic initiatives, challenges, and success measures • Use data and insights, including Gainsight CS, to monitor customer health, adoption, and progress, identifying risks and initiating interventions • Demonstrate customer value through regular reviews of outcomes, progress, achievements, and improvement opportunities • Serve as the primary point of coordination and accountability for customer needs • Navigate complex customer situations while preserving trust and achieving mutually beneficial outcomes • Coordinate Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering teams • Represent flagship customers in planning, prioritization, and business review meetings • Directly manage, coach, and develop two Technical Support Engineers • Make risk-informed decisions balancing customer impact, technical complexity, and business context • Operate with broad autonomy and influence across teams • Drive strategic improvements in customer outcomes and product quality • Report to the Director, Customer Success

🎯 Requirements

• Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or equivalent experience • 6+ years in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role • 2+ years leading technical, customer-facing teams • Demonstrated success managing complex customer relationships and driving measurable business outcomes, adoption, and value realization • Proven ability to influence and coordinate cross-functional teams without direct reporting authority • Experience building strategic customer plans, facilitating executive business reviews, and translating customer objectives into actionable plans • Strong technical aptitude and credibility with technical stakeholders • Excellent communication, facilitation, relationship-building, prioritization, and problem-solving skills with a customer-first mindset • Fluency in Arabic, written and verbal (preferred) • Experience in Digital Forensics and Incident Response (DFIR) (preferred) • Experience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud (preferred) • Extended periods of computer-based work • Occasional work outside standard hours may be required to address critical customer issues • Up to 20% travel may be required

🏖️ Benefits

• Generous time off policies • Competitive compensation • Volunteer opportunities • Reward and recognition programs • Employee committees & resource groups • Healthcare and retirement benefits • Learning and development support • Inclusive, accessible recruitment process and work environment • Up to 20% travel may be required for customer engagements, training, or team meetings