Senior Customer Success Manager - Remote

Overview

Magnet Forensics is a global leader in the development of digital investigative software that helps organizations protect their assets and enhance national security. We are looking for a Senior Customer Success Manager to ensure our customers have a positive experience with our products and services.

In Short

• Act as a trusted advocate for customers to drive success.
• Manage customer onboarding and implementation of digital forensic tools.
• Collaborate with internal teams to support renewals and expansion opportunities.
• Utilize Gainsight for managing customer data and insights.
• Build strong partnerships with customers to understand their objectives.
• Collect feedback and advocate for customer training requirements.
• Support internal teams in resolving customer complaints.
• Demonstrate Magnet's core values in customer interactions.
• May require travel for customer meetings and engagements.
• Provide exceptional customer experience in a proactive manner.

Requirements

• Self-driven and proactive with customer-facing experience.
• Technical account management skills for both technical and non-technical audiences.
• Excellent verbal and written communication skills.
• Highly organized with strong multitasking abilities.
• Experience in Digital Forensics and Incident Response (DFIR) is preferred.
• Industry certifications (CFCE, GCIHA) are a plus.
• Experience with Salesforce CRM and Gainsight is beneficial.
• Understanding of network architecture certifications (CCST, CCNA).
• Ability to work extra hours as needed.
• Willingness to travel for job responsibilities.

Benefits

• Generous time off policies.
• Competitive compensation.
• Volunteer opportunities.
• Reward and recognition programs.
• Healthcare and retirement benefits.