The Customer Success Manager will lead relationships with flagship accounts, ensuring successful onboarding and value realization while engaging with C-level executives and managing complex customer needs.
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 highly experienced, strategic, and customer-obsessed Flagship Customer Success Manager (CSM) to own and lead relationships with our most complex, high-value, and mission-critical customers. This role is designed for senior-level CSMs who can operate confidently at the executive level while deeply understanding Magnet’s products, services, and customer environments.
As a Flagship CSM, you will serve as the primary strategic partner for assigned flagship accounts, guiding customers through their full lifecycle with Magnet — from onboarding and deployment through adoption, value realization, renewal, and expansion. You will be accountable for building deep, trusted relationships across customer organizations (including C-level stakeholders), coordinating complex internal teams, and ensuring customers achieve measurable outcomes aligned to their business and investigative objectives.
The mission of the Flagship Customer Success Manager is to protect and grow Magnet’s most important customer relationships by delivering exceptional experiences, accelerating time-to-value, proactively managing risk, and creating long-term partnerships that drive retention, expansion, and advocacy.
Key Responsibilities
- Strategic Customer Leadership & Executive Engagement
- Own executive-level relationships within flagship accounts, including regular engagement with C-suite and senior leadership stakeholders.
- Act as a trusted advisor to customers, aligning Magnet’s products and services to their strategic objectives, operational priorities, and long-term success.
- Lead executive business reviews (EBRs/QBRs), outcome-focused success planning, and roadmap discussions with customer leadership.
- Proactively identify risks, adoption challenges, and expansion opportunities, and drive coordinated action plans.
- Customer Lifecycle Ownership & Value Realization
- Lead complex customer onboarding, implementation, and adoption efforts across Magnet’s product portfolio, ensuring successful deployment and accelerated time-to-value.
- Develop and maintain comprehensive customer success plans, including goals, milestones, success metrics, and executive outcomes.
- Identify, track, and mitigate adoption barriers through structured, cross-functional collaboration.
- Drive customer retention, renewal readiness, and expansion by ensuring consistent value delivery and outcome realization.
- Product & Domain Expertise
- Serve as a subject-matter expert on Magnet’s products, services, workflows, and use cases across digital forensics and investigative environments.
- Provide strategic guidance on product capabilities, integrations, licensing, and best-practice workflows to both technical and non-technical audiences.
- Partner closely with Customer Success Engineering, Professional Services, Support, and Product teams to address complex technical and operational needs.
- Translate customer feedback, feature requests, and trends into actionable insights for internal teams.
- Cross-Functional Leadership & Internal Alignment
- Act as the primary customer advocate within Magnet, ensuring customer priorities are understood and addressed across Sales, Renewals, Support, Product, Engineering, and Professional Services.
- Collaborate with Sales and Pre-Sales to ensure a seamless transition from pre-sales to post-sales and ongoing account strategy alignment.
- Partner with Renewals and Growth teams to support retention and expansion strategies for flagship accounts.
- Use Gainsight and Salesforce to maintain a complete, accurate, and actionable 360-degree view of the customer.
- Relationship Building & Advocacy
- Build deep, multi-threaded relationships across customer organizations to ensure long-term partnership resilience.
- Collect and synthesize customer feedback, training needs, and experience insights to continuously improve customer outcomes.
- Champion customer advocacy opportunities, including references, testimonials, and advisory participation where appropriate.
Qualifications & Experience
- Required
- Proven experience managing strategic, high-value, enterprise or public-sector customer relationships, including direct engagement with C-level executives.
- Strong customer success, account management, or technical account leadership background with ownership of renewals and expansions.
- Deep understanding of complex software products, technical workflows, and enterprise environments.
- Exceptional relationship-building skills with the ability to influence, lead, and align both customer and internal stakeholders.
- Strong business acumen and ability to translate customer goals into measurable success outcomes.
- Excellent verbal and written communication skills, with the ability to present confidently to executive and technical audiences.
- Highly organized, proactive, and comfortable managing multiple complex accounts simultaneously.
- Experience using Salesforce CRM and Gainsight (or similar CS platforms) to manage customer health, risk, and engagement.
- Fluency in French is required.
- Technical & Domain Expertise
- Previous experience in Digital Forensics and Incident Response (DFIR) or closely related investigative, security, or law-enforcement technology domains.
- Strong technical aptitude, including the ability to discuss product architecture, integrations, workflows, and network considerations.
- One of the following certifications or strong demonstrated knowledge of network architecture: CCST, CCNA, or equivalent.
- Industry-recognized certifications (CFCE, GCIHA) and/or Magnet certifications (MCFE, MCGE/MCVK, MCVE, etc.) are highly desirable.
- Additional Requirements
- Ability to work flexible hours as needed to support customer and business needs.
- Willingness to travel, including potential international travel, to support flagship customers.
- Ability to travel up to approximately 20%.
The Most Important Thing
- We’re looking for candidates that can provide examples of how they 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: $77,000 - MID: $110,000 - MAX: $132,000 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
Gainsight
Salesforce
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