The Customer Success Manager will lead strategic relationships with key customers, ensuring value realization and fostering long-term partnerships. Responsibilities include customer lifecycle management, advocacy, and collaboration with various internal teams to meet customer objectives.
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
Magnet Forensics is seeking a highly experienced, strategic, and customer-obsessed 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 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 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.
What You'll Do
- 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.
What We're Looking For
- 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 and /or Germany 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%.
- French Language proficiency is required
- Comfortable UK based work hours
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 (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).
$85,000 - to $121,000 (CAD) a year
Salary range (min - max)
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.
Top Skills
Gainsight
Salesforce
Similar Jobs
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
As a Sr Technical Account Manager, you will provide technical support to Premium Support customers, ensuring their success and satisfaction with CrowdStrike's cybersecurity products. Responsibilities include onboarding, proactive health checks, escalating issues, and collaborating with sales teams for account expansion.
Top Skills:
LinuxmacOSPythonRestapiWindows Server
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Manage full sales cycle for CrowdStrike's Corporate segment: prospect, engage channel partners, forecast in Clari, and close net-new SaaS/cloud/security deals. Maintain product and competitive knowledge and occasionally travel or adjust hours for account needs.
Top Skills:
ClariCloudLinkedin Sales NavigatorOutreachSaaSSalesforce (Sfdc)Zoominfo
Blockchain • eCommerce • Fintech • Payments • Software • Financial Services • Cryptocurrency
The Strategic Finance Lead will manage finance strategy for GTM, providing analysis and decision support while advising leadership on investment and performance metrics.
Top Skills:
Ai ToolsFinancial ModelingKpi DevelopmentPerformance Metrics
What you need to know about the Calgary Tech Scene
Employees can spend up to one-third of their life at work, so choosing the right company is crucial, not just for the job itself but for the company culture as well. While startups often offer dynamic culture and growth opportunities, large corporations provide benefits like career development and networking, especially appealing to recent graduates. Fortunately, Calgary stands out as a hub for both, recognized as one of Startup Genome's Top 100 Emerging Ecosystems, while also playing host to a number of multinational enterprises. In Calgary, job seekers can find a wide range of opportunities.
