Customer Success Escalation Lead – USA

Magnet Forensics

About The Position

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. Youâll 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 technically focused Customer Success Escalation Lead â Onboarding to support new and expanding customers during the critical early stages of their journey with Magnet products. This role is responsible for delivering high-quality onboarding, initial deployments, and early-stage adoption to ensure customers achieve early value and confidence with our solutions. Onboarding Customer Success Escalation Lead focuses on foundational technical success rather than owning escalations. The role works closely with Customer Success Managers (CSMs), Support, and internal teams to identify adoption risks early and ensure a smooth transition from deployment to steady-state usage. The mission of the Customer Success Escalation Lead â Onboarding is to accelerate customer time-to-value, reduce early adoption risk, and establish a strong technical foundation that supports long-term customer success.

Requirements

College or University Degree or Diploma in Engineering, IT, Computer Science, or equivalent practical experience.
3â5 years of experience working with computer, mobile, and cloud-based software solutions in technical or investigative environments.
Hands-on experience with digital forensics tools such as AXIOM, FTK, EnCase, XRY, GrayKey, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies.
Experience supporting or assisting with deployments of forensic or investigative tools in customer environments.
Strong written and verbal communication skills, with the ability to clearly explain technical concepts.
Highly collaborative, customer-focused, and comfortable working as part of a broader Customer Success organization.
Ability to manage multiple onboarding engagements simultaneously.
Self-driven with the ability to work independently while understanding when to escalate issues.
May be required to work flexible hours to support customer onboarding needs.
Willingness to travel up to 10%.

Nice To Haves

Experience supporting multimedia investigations is a plus.
Exposure to private-sector incident response workflows or corporate investigations is desirable.
Multilingual capabilities are an asset but not required.
Experience working in Salesforce, Gainsight, or similar customer success platforms is a plus.
Industry-recognized certifications are preferred, including: â IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA â DFIR: MCFE, MCGE/MCVK, CFCE (IACIS), GCIH (SANS â Incident Response)

Responsibilities

Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation.
Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.
Support customers during the critical post-purchase phase to accelerate time-to-value and adoption.
Serve as a technical onboarding resource for Customer Success Managers and customers, providing guidance on product functionality, workflows, and best practices.
Deliver product walkthroughs, onboarding sessions, and targeted technical demonstrations tailored to customer environments.
Translate technical concepts clearly for both technical and non-technical customer audiences.
Maintain strong working knowledge of Magnetâs product portfolio and common customer use cases.
Partner closely with Customer Success Managers to align onboarding activities with customer goals and success plans.
Collaborate with Support and the Customer Success Escalation Lead to ensure a smooth handoff when technical issues fall outside onboarding scope.
Work with Support, QA, and internal teams to ensure a seamless transition from deployment to post-deployment usage.
Identify and surface early adoption challenges, risks, or gaps to CSMs and the Customer Success Escalation Lead for proactive resolution.
Capture customer feedback during onboarding and early adoption and share insights with internal teams to improve processes and customer experience.
Assist in creating and maintaining onboarding documentation, internal playbooks, and enablement materials for the Customer Success team.
Support training efforts for Customer Success Managers related to onboarding workflows, product updates, and early-stage customer challenges.