Customer Success Escalation Lead – Onboarding - United States

Role Summary

Magnet Forensics is seeking a technically focused Customer Success Escalation Lead - Onboarding to support new and expanding customers during the critical early stages of their journey with Magnet Review, a SaaS-based collaborative review tool for digital evidence. This role is responsible for delivering high-quality onboarding, initial deployment, and early-stage adoption to ensure customers achieve early value and confidence with Magnet Review.

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 is to accelerate customer time-to-value, reduce early adoption risk, and establish a strong technical foundation that supports long-term customer success.

• Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation, often on-site.

• Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.

•  Support customers by collaboratively drafting tailored SOPs for their bespoke workflows.

• 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.

• College or University Degree or Diploma in Criminal Justice, 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.

• Strong understanding of digital forensics workflow, artifact categories, and industry challenges.

• 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:
– DFIR: MCFE, MCGE/MCVK, CFCE (IACIS)

– IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA

• May be required to work flexible hours to support customer onboarding needs.

• Willingness to travel up to 50%.