Manager, Customer Success

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 Overview

As the Manager, Customer Success, you will be responsible for driving measurable outcomes, strengthening strategic relationships, and delivering an exceptional end-to-end customer experience for a new flagship customer.

This role serves as the primary point of accountability for the customer relationship, ensuring the flagship customer receives a seamless and confident journey with Magnet. Through proactive engagement, strategic planning, and cross-functional coordination with Sales, Professional Services, Technical Support, Product Management, Engineering, and other internal teams, you’ll ensure the customer realizes sustained value from Magnet’s products and services, achieves their business objectives, and builds a long-term partnership with Magnet.

In addition to leading customer success strategy and execution, you’ll directly lead a team of two Technical Support Engineers, ensuring strong technical engagement, timely issue resolution, proactive risk identification, and a seamless connection between technical support and the broader customer success strategy.

This role reports to the Director, Customer Success.

Role Overview

As the Manager, Customer Success, you will be responsible for driving measurable outcomes, strengthening strategic relationships, and delivering an exceptional end-to-end customer experience for a new flagship customer.

This role serves as the primary point of accountability for the customer relationship, ensuring the flagship customer receives a seamless and confident journey with Magnet. Through proactive engagement, strategic planning, and cross-functional coordination with Sales, Professional Services, Technical Support, Product Management, Engineering, and other internal teams, you’ll ensure the customer realizes sustained value from Magnet’s products and services, achieves their business objectives, and builds a long-term partnership with Magnet.

In addition to leading customer success strategy and execution, you’ll directly lead a team of two Technical Support Engineers, ensuring strong technical engagement, timely issue resolution, proactive risk identification, and a seamless connection between technical support and the broader customer success strategy.

This role reports to the Director, Customer Success.

Role Overview As the Manager, Customer Success, you will be responsible for driving measurable outcomes, strengthening strategic relationships, and delivering an exceptional end-to-end customer experience for a new flagship customer.  This role serves as the primary point of accountability for the customer relationship, ensuring the flagship customer receives a seamless and confident journey with Magnet. Through proactive engagement, strategic planning, and cross-functional coordination with Sales, Professional Services, Technical Support, Product Management, Engineering, and other internal teams, you’ll ensure the customer realizes sustained value from Magnet’s products and services, achieves their business objectives, and builds a long-term partnership with Magnet.  In addition to leading customer success strategy and execution, you’ll directly lead a team of two Technical Support Engineers, ensuring strong technical engagement, timely issue resolution, proactive risk identification, and a seamless connection between technical support and the broader customer success strategy.  This role reports to the Director, Customer Success.  What You’ll Do

Own the end-to-end success strategy for a flagship customer, ensuring customer objectives are understood, documented, and translated into measurable outcomes.

Develop and maintain joint customer success plans aligned to business priorities, desired outcomes, adoption goals, and value realization milestones.

Establish a deep understanding of the customer’s business, operating environment, strategic initiatives, challenges, and measures of success.

Use data and insights (including Gainsight CS) to monitor customer health, adoption, and progress against agreed outcomes, identifying risks, trends, initiating appropriate interventions before issues threaten customer success.

Demonstrate customer value through regular reviews of outcomes, progress, achievements, and opportunities for continued improvement.

Serve as the primary point of coordination and accountability for customer needs, ensuring clear ownership, consistent communication, and alignment across internal teams.

Navigate complex customer situations with sound judgment, transparency, and a focus on preserving trust and achieving mutually beneficial outcomes.

Coordinate internal teams—including Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering—to deliver a cohesive customer experience.

Represent the voice of flagship customers in relevant planning, prioritization, and business review meetings.

Directly manage, coach, and develop a team of two Technical Support Engineers, who matrix report into the Technical Support organization, establishing clear expectations for technical excellence, customer engagement, ownership, and professional growth.

Scope & Accountability

Make risk-informed decisions that balance customer impact, technical complexity, and business context.

Operate with broad autonomy and influences across teams.

Lead two direct reports and foster technical excellence, accountability, and customer-first thinking.

Drive strategic improvements in customer outcomes and product quality.

What We’re Looking For

Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or have equivalent experience.

6+ years in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role, including 2+ years leading technical, customer-facing teams.

Demonstrated success managing complex customer relationships and driving measurable business outcomes, adoption, and value realization.

Proven ability to influence and coordinate cross-functional teams without direct reporting authority.

Experience building strategic customer plans, facilitating executive business reviews, and translating customer objectives into actionable plans.

Strong technical aptitude and credibility with technical stakeholders, with the ability to assess challenges and coordinate effective resolution.

Excellent communication, facilitation, relationship-building, prioritization, and problem-solving skills with a customer-first mindset.

Preferred Qualifications

Fluency in Arabic, written and verbal

Experience in Digital Forensics and Incident Response (DFIR)

Experience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud

Working Conditions

This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.

This is a remote role based in the United Kingdom.

The position involves extended periods of computer-based work.

Occasional work outside standard hours may be required to address critical customer issues.

Up to 20% travel may be required for customer engagements, training, or team meetings.

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.  

Position Type: New Position

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 Indicators of Success We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have “been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us. How We Work At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals. We’re excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best! 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. 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. Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.

Post-secondary education in digital forensics, cybersecurity, computer science, or equivalent; 6+ years in customer success or related roles with 2+ years leading technical teams; strong technical aptitude; excellent communication and problem-solving skills.

Key Responsibilities

• managing customer relationships
• leading support engineers
• coordinating cross-functional teams

Skills & Tools

Gainsight CS, Salesforce CRM, Salesforce Service Cloud

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United Kingdom
• Languages: English

Benefits

• Generous paid time off
• Retirement plan

About Magnet Forensics

A global leader in digital investigative software that acquires, analyzes, and shares evidence from devices. — Industry: Information Technology

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