Customer Success Manager (Flagship) - 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. Youâ 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 Summary Magnet Forensics is seeking a highly experienced, strategic, and customer-obsessed Flagship 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 Magnetâ products, services, and customer environments. As a Flagship CSM, you will serve as the primary strategic partner for assigned flagship accounts, guiding customers through their full lifecycle with Magnet â 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 Flagship Customer Success Manager is to protect and grow Magnetâ 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.

Requirements

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 is required.
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.
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%.

Nice To Haves

Industry-recognized certifications (CFCE, GCIHA) and/or Magnet certifications (MCFE, MCGE/MCVK, MCVE, etc.) are highly desirable.

Responsibilities

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 Magnetâ 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.
Lead complex customer onboarding, implementation, and adoption efforts across Magnetâ 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.
Serve as a subject-matter expert on Magnetâ 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.
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.
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.