Role Summary
Magnet Forensics is seeking a technically focused Customer Success Escalation Lead - Onboarding to support new and expanding customers during the critical early stages of their journey with Magnet Review, a SaaS-based collaborative review tool for digital evidence. This role is responsible for delivering high-quality onboarding, initial deployment, and early-stage adoption to ensure customers achieve early value and confidence with Magnet Review.
Onboarding Customer Success Escalation Lead – Onboarding focuses on foundational technical success rather than owning escalations. The role works closely with Customer Success Managers (CSMs), Support, and internal teams to identify adoption risks early and ensure a smooth transition from deployment to steady-state usage.
The mission of the Customer Success Escalation Lead – Onboarding is to accelerate customer time-to-value, reduce early adoption risk, and establish a strong technical foundation that supports long-term customer success.
What You'll Do
• Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation, often on-site.
• Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.
• Support customers by collaboratively drafting tailored SOPs for their bespoke workflows.
• Support customers during the critical post-purchase phase to accelerate time-to-value and adoption.
• Serve as a technical onboarding resource for Customer Success Managers and customers, providing guidance on product functionality, workflows, and best practices.
• Deliver product walkthroughs, onboarding sessions, and targeted technical demonstrations tailored to customer environments.
• Translate technical concepts clearly for both technical and non-technical customer audiences.
• Maintain strong working knowledge of Magnet’s product portfolio and common customer use cases.
• Partner closely with Customer Success Managers to align onboarding activities with customer goals and success plans.
• Collaborate with Support and the Customer Success Escalation Lead to ensure a smooth handoff when technical issues fall outside onboarding scope.
• Work with Support, QA, and internal teams to ensure a seamless transition from deployment to post-deployment usage.
• Identify and surface early adoption challenges, risks, or gaps to CSMs and the Customer Success Escalation Lead for proactive resolution.
• Capture customer feedback during onboarding and early adoption and share insights with internal teams to improve processes and customer experience.
• Assist in creating and maintaining onboarding documentation, internal playbooks, and enablement materials for the Customer Success team.
• Support training efforts for Customer Success Managers related to onboarding workflows, product updates, and early-stage customer challenges.
What We're Looking For
• College or University Degree or Diploma in Criminal Justice, Engineering, IT, Computer Science, or equivalent practical experience.
• 3–5 years of experience working with computer, mobile, and cloud-based software solutions in technical or investigative environments.
• Hands-on experience with digital forensics tools such as AXIOM, FTK, EnCase, XRY, GrayKey, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies.
• Strong understanding of digital forensics workflow, artifact categories, and industry challenges.
• Experience supporting or assisting with deployments of forensic or investigative tools in customer environments.
• Strong written and verbal communication skills, with the ability to clearly explain technical concepts.
• Highly collaborative, customer-focused, and comfortable working as part of a broader Customer Success organization.
• Ability to manage multiple onboarding engagements simultaneously.
• Self-driven with the ability to work independently while understanding when to escalate issues.
• Experience supporting multimedia investigations is a plus.
• Exposure to private-sector incident response workflows or corporate investigations is desirable.
• Multilingual capabilities are an asset but not required.
• Experience working in Salesforce, Gainsight, or similar customer success platforms is a plus.
• Industry-recognized certifications are preferred, including:
– DFIR: MCFE, MCGE/MCVK, CFCE (IACIS)
– IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA
• May be required to work flexible hours to support customer onboarding needs.
• Willingness to travel up to 50%.
Top Skills
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