Manager of Customer Success at Magnet Forensics

About the Role

We are seeking a Manager of Customer Success to lead and develop a team of Customer Success Managers as we transition to a proactive, customer-results-focused model. This role involves guiding the team through transformation, shifting from reactive engagement to anticipating customer needs and driving measurable outcomes. You will act as a people leader, coach, and change agent, with up to 10% travel required, and must reside in the USA or Canada.

Key Responsibilities

• →Lead, coach, and develop a team of Customer Success Managers, fostering accountability and customer focus
• →Inspire and guide the team into a proactive Customer Success model centered on customer outcomes
• →Establish a clear vision for Customer Success and translate it into daily workflows and execution standards
• →Drive a shift from reactive issue management to proactive engagement 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
• →Act as an escalation point for complex or high-risk customer situations
• →Leverage customer data and insights to guide prioritization and decision-making
• →Provide visibility into customer health, adoption, and outcomes for leadership and cross-functional teams
• →Collaborate with Sales, Renewals, Product, Support, Professional Services, and Marketing for a unified customer experience
• →Advocate internally for customer needs to influence product improvements and operational enhancements
• →Lead change effectively as products, processes, and business models evolve