MF
Manager, Customer Success
Contract type
Ongoing
Work mode
Remote · United Kingdom
Experience
Senior · 6+ years
Job description
Manager, Customer Success responsible for driving measurable outcomes and end-to-end customer experience for a new flagship customer, while directly leading a team of two Technical Support Engineers. Remote role based in the United Kingdom.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · United Kingdom
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
- 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
Nice to have
- Fluency in Arabic, written and verbal
- Experience in Digital Forensics and Incident Response (DFIR)
- Experience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud
Your team
Customer Success
Reports to the Director, Customer Success; leads a team of two Technical Support Engineers who matrix report into the Technical Support organization
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
Apply
Direct apply at Magnet Forensics
Opens the job posting at Magnet Forensics
About Magnet Forensics
A global leader in the development of digital investigative software
Magnet Forensics develops digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. Serving thousands of customers globally, its solutions help investigators fight crime, protect assets, and guard national security.
Mission
To innovate so customers can deploy advanced and effective tools to protect their companies, communities, and countries
Key facts
- Digital investigative software
- Serving thousands of customers globally
- Employees based around the world
- Solutions play a crucial role in modernizing digital investigations
What they value
- 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