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!
Your Role:
As a Manager of Customer Success, you will lead and inspire a team of Customer
Success Managers as Magnet Forensics evolves into a proactive,
customer-results-focused Customer Success motion. You will be responsible for
guiding the team through this transformation—shifting from reactive engagement
to anticipating customer needs, driving measurable outcomes, and delivering
consistent value across the customer lifecycle.
You will act as a people leader, coach, and change agent, balancing team
development, customer outcomes, and cross-functional collaboration. This role
plays a critical part in shaping how Magnet partners with customers and ensures
Customer Success is viewed as a strategic driver of adoption, retention, and
growth. This role includes up to 10% travel to support customers, team
collaboration, and cross-functional alignment.
The candidate must reside in the USA or Canada
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What You Will Accomplish:
- 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.
Qualifications:
- 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%
The Most Important Thing
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We’re looking for candidates that can provide examples of how they
demonstrated Magnet CODE in their previous experiences.
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CARE -We care about each other and our mission to make a difference in the
world.
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OWN -We are accountable for our results – while never forgetting to act with
integrity, empathy, and respect.
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DEDICATE -We put our heart and soul into meeting the needs of our customers
and helping them serve the people they protect.
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EVOLVE -We are constantly innovating and exploring new ways to work together
to make an impact with our work.
Compensation & Benefits
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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).
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Compensation Range:
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MIN: $98,000 - MID: $140,000 - MAX: $168,000 Currency: USD
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MIN: $94,200 - MID: $132,000 - MAX: $158,400 Currency: CAD
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Magnet is proud to offer benefits such as:
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Generous time off policies
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Competitive compensation
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Volunteer opportunities
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Reward and recognition programs
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Employee committees & resource groups
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Healthcare and retirement benefits
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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
aoda@magnetforensics.com [aoda@magnetforensics.com] 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.
