Manager of Customer Success at Magnet Forensics

About the Role

We are looking for a Manager of Customer Success to lead and inspire a team of Customer Success Managers. This role involves guiding the team through a transformation to a proactive, customer-results-focused approach and ensuring Customer Success is viewed as a strategic driver of adoption, retention, and growth. The candidate must reside in the USA or Canada.

Key Responsibilities

• →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