Magnet Forensics

Customer Success Escalation Lead - Onboarding

Job Description

Role Overview

Magnet Forensics is seeking a technically focused Customer Success Escalation Lead - Onboarding  – 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 - Onboarding  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 - Onboarding  – Onboarding is to accelerate customer time-to-value, reduce early adoption risk, and establish a strong technical foundation that supports long-term customer success.


Key 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 Magnet’s 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.

    • Qualifications
  • College or University Degree or Diploma in Engineering, IT, Computer Science, or equivalent practical experience.
  • 3–5 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.
  • 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:
  • – IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA
  • – DFIR: MCFE, MCGE/MCVK, CFCE (IACIS), GCIH (SANS – Incident Response)
  • May be required to work flexible hours to support customer onboarding needs.
  • Willingness to travel up to 10%.

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