Manager, Customer Success
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Job Description
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Role Overview
As the Manager, Customer Success, you will be responsible for driving measurable outcomes, strengthening strategic relationships, and delivering an exceptional end-to-end customer experience for a new flagship customer.
This role serves as the primary point of accountability for the customer relationship, ensuring the flagship customer receives a seamless and confident journey with Magnet. Through proactive engagement, strategic planning, and cross-functional coordination with Sales, Professional Services, Technical Support, Product Management, Engineering, and other internal teams, you’ll ensure the customer realizes sustained value from Magnet’s products and services, achieves their business objectives, and builds a long-term partnership with Magnet.
In addition to leading customer success strategy and execution, you’ll directly lead a team of two Technical Support Engineers, ensuring strong technical engagement, timely issue resolution, proactive risk identification, and a seamless connection between technical support and the broader customer success strategy.
This role reports to the Director, Customer Success.
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Magnet Forensics
View Company ProfileMagnet Forensics (operating under magnetforensics.com) is a global leader in the development of digital forensics and incident response (DFIR) software used to acquire, analyze, manage, and report on digital evidence. Founded in 2011 by Jad Saliba, a former digital forensics examiner and police officer who sought to build advanced tools to uncover critical proof from the mounting influx of smartphone, computer, IoT, and cloud data, the company has grown into an industry standard. Led by CEO Adam Belsher, Magnet Forensics transitioned from a successful public listing on the Toronto Stock Exchange to a massive $1.8 billion take-private merger orchestrated by tech-focused private equity firm Thoma Bravo in 2023, which combined Magnet Forensics with mobile extraction pioneer Grayshift. The enterprise's flagship platform, Magnet AXIOM, alongside innovative solutions like Magnet ONE, enables over 6,000 public safety agencies, federal departments (including the FBI and DHS), military divisions, and Fortune 500 corporate security teams across 100+ countries to accelerate investigations, combat cybercrime, and protect critical assets. By streamlining end-to-end evidence chains and utilizing cloud-native, AI-assisted triage capabilities, Magnet Forensics empowers investigative teams to reliably capture deleted files, parse application history, and navigate complex encrypted landscapes to unlock the truth and safeguard communities.
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