Magnet Forensics

Manager of Customer Success

Job Description

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


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
  • We’re looking for candidates that can provide examples of how they 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.

    • 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 (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

  • Compensation Range:

  • MIN: $98,000 - MID: $140,000 - MAX: $168,000 Currency: USD
  • MIN: $94,200 - MID: $132,000 - MAX: $158,400 Currency: CAD

  • 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 

    • Apply Now
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