[Hiring] Customer Success Manager @Magnet Forensics

Role Description

As the Manager, Customer Success, you will be responsible for driving measurable outcomes, strengthening strategic relationships, and delivering an exceptional end-to-end customer experience for a new flagship customer. This role serves as the primary point of accountability for the customer relationship, ensuring the flagship customer receives a seamless and confident journey with Magnet.

• Own the end-to-end success strategy for a flagship customer, ensuring customer objectives are understood, documented, and translated into measurable outcomes.
• Develop and maintain joint customer success plans aligned to business priorities, desired outcomes, adoption goals, and value realization milestones.
• Establish a deep understanding of the customer’s business, operating environment, strategic initiatives, challenges, and measures of success.
• Use data and insights (including Gainsight CS) to monitor customer health, adoption, and progress against agreed outcomes, identifying risks, trends, and initiating appropriate interventions before issues threaten customer success.
• Demonstrate customer value through regular reviews of outcomes, progress, achievements, and opportunities for continued improvement.
• Serve as the primary point of coordination and accountability for customer needs, ensuring clear ownership, consistent communication, and alignment across internal teams.
• Navigate complex customer situations with sound judgment, transparency, and a focus on preserving trust and achieving mutually beneficial outcomes.
• Coordinate internal teams—including Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering—to deliver a cohesive customer experience.
• Represent the voice of flagship customers in relevant planning, prioritization, and business review meetings.
• Directly manage, coach, and develop a team of two Technical Support Engineers, establishing clear expectations for technical excellence, customer engagement, ownership, and professional growth.

Qualifications

• Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or equivalent experience.
• 6+ years in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role, including 2+ years leading technical, customer-facing teams.
• Demonstrated success managing complex customer relationships and driving measurable business outcomes, adoption, and value realization.
• Proven ability to influence and coordinate cross-functional teams without direct reporting authority.
• Experience building strategic customer plans, facilitating executive business reviews, and translating customer objectives into actionable plans.
• Strong technical aptitude and credibility with technical stakeholders, with the ability to assess challenges and coordinate effective resolution.
• Excellent communication, facilitation, relationship-building, prioritization, and problem-solving skills with a customer-first mindset.

Requirements

• Fluency in Arabic, written and verbal (preferred).
• Experience in Digital Forensics and Incident Response (DFIR) (preferred).
• Experience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud (preferred).

Benefits

• Generous time off policies.
• Competitive compensation.
• Volunteer opportunities.
• Reward and recognition programs.
• Employee committees & resource groups.
• Healthcare and retirement benefits.

Working Conditions

• This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to 5 pm Arabia Standard Time.
• This is a remote role based in the United Kingdom.
• The position involves extended periods of computer-based work.
• Occasional work outside standard hours may be required to address critical customer issues.
• Up to 20% travel may be required for customer engagements, training, or team meetings.