The Customer Success Escalation Lead is responsible for onboarding new customers, ensuring effective product setup, and guiding clients to achieve early value from Magnet products. This role involves collaborating with internal teams to address adoption risks and providing technical guidance throughout the early stages of customer engagement.
Who We Are; What We Do; Where We’re Going
Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.
Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.
With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.
If you think you would be the right person to join our team working towards this goal, we would love to hear from you!
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 products. This role is responsible for delivering high-quality onboarding, initial deployments, and early-stage adoption to ensure customers achieve early value and confidence with our solutions.
Onboarding Customer Success Escalation Lead 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.
Role Responsibilities
- Role Responsibilities
- Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation.
- Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.
- 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.
Qualifications:
- College or University Degree or Diploma in 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.
- 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: – IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA – DFIR: MCFE, MCGE/MCVK, CFCE (IACIS), GCIH (SANS – Incident Response)
- May be required to work flexible hours to support customer onboarding needs.
- Willingness to travel up to 10%.
The Most Important Thing:
- We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:
- CARE – We care about each other and our mission to make a difference in the world.
- OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.
- DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
- EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.
Compensation & Benefits
- The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).
- Compensation Range:
- MIN: $112,700 - MID: $161,000 - MAX: $193,200 Currency: USD
- Magnet is proud to offer benefits such as:
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.
Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact [email protected] should you require any accommodations.
All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.
US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Top Skills
Axiom
Cellebrite
Encase
Ftk
Gainsight
Graykey
Griffeye
Magnet Witness
Oxygen
Salesforce
Verakey
Xry
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