Customer Success Manager
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Job Description
Manager leading and inspiring Customer Success Managers at Magnet Forensics. Driving customer outcomes and growth through proactive engagement and team collaboration.
Responsibilities:
- Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus;
- Inspire and guide the team into a new, proactive Customer Success model centered on customer outcomes and results;
- Establish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standards;
- Drive a shift from reactive issue management to proactive engagement, risk identification, and value realization;
- Ensure consistent execution of the customer lifecycle from onboarding through renewal and expansion;
- Partner with the team to define customer goals, success criteria, and measurable outcomes;
- Identify adoption barriers and customer risks early, ensuring action plans are in place before issues escalate;
- Act as an escalation point for complex or high-risk customer situations, supporting structured account recovery efforts;
- Leverage customer data and insights to guide prioritization, engagement strategies, and decision-making;
- Provide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional teams;
- Collaborate closely with Sales, Renewals, Product, Support, Professional Services, and Marketing to deliver a unified customer experience;
- Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements;
- Lead change effectively as products, processes, and business models evolve.
Requirements:
- Bachelor’s degree in business, marketing, or a related field (or equivalent experience);
- 7–10+ years of experience in Customer Success, Account Management, or related customer-facing roles;
- 2+ years of experience leading or managing customer-facing teams;
- Proven ability to lead teams through change, transformation, and growth;
- Strong coaching, mentoring, and people-leadership skills;
- Demonstrated customer-outcomes mindset with experience driving adoption, retention, and expansion;
- Experience using CRM and Customer Success platforms (Salesforce, Gainsight, or similar);
- Strong analytical skills with the ability to use data to guide decisions and prioritize effort;
- Excellent written, verbal, and presentation skills with the ability to influence at multiple levels;
- Ability to translate strategy into clear, actionable guidance for teams;
- Experience in SaaS, technical, or digital forensics environments is an asset;
- ***Willingness and ability to travel up to 10%***
Benefits:
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
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