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Customer Success Manager - Canada - French required

2 weeks, 6 days ago
Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Magnet Forensics

Magnet Forensics

Magnet Forensics provides cutting-edge digital investigation software for cybercrime and digital forensic analysis, supporting global organizations in fighting crime and safeguarding national security.

Internet Software & Services
251-1K
Founded 2009
View All Jobs 16

Description

  • Own and manage executive-level relationships within flagship customer accounts, including regular engagement with C-suite and senior stakeholders.
  • Act as a trusted advisor by aligning Magnet’s products and services to customer strategic objectives and operational priorities.
  • Lead executive business reviews, success planning, and roadmap discussions with customer leadership.
  • Guide complex onboarding, implementation, and adoption efforts to accelerate time-to-value.
  • Develop and maintain customer success plans with goals, milestones, success metrics, and executive outcomes.
  • Identify, track, and mitigate adoption barriers through cross-functional collaboration.
  • Drive retention, renewal readiness, and expansion by ensuring consistent value delivery and outcome realization.
  • Serve as a subject-matter expert on Magnet’s products, workflows, and use cases in digital forensics and investigative environments.
  • Partner with Customer Success Engineering, Professional Services, Support, Product, Sales, and Renewals teams to resolve customer needs and align account strategy.
  • Collect customer feedback, training needs, and experience insights to improve outcomes and support advocacy opportunities.

Requirements

  • Experience managing strategic, high-value enterprise or public-sector customer relationships, including direct C-level engagement.
  • Background in customer success, account management, or technical account leadership with ownership of renewals and expansions.
  • Deep understanding of complex software products, technical workflows, and enterprise environments.
  • Strong relationship-building, influencing, and stakeholder alignment skills.
  • Ability to translate customer goals into measurable success outcomes.
  • Excellent verbal and written communication skills, including presenting to executive and technical audiences.
  • Highly organized and proactive, with the ability to manage multiple complex accounts simultaneously.
  • Experience using Salesforce CRM and Gainsight or similar customer success platforms.
  • Fluency in French is required; French and/or German is noted in the posting.
  • Previous experience in Digital Forensics and Incident Response (DFIR) or a closely related investigative, security, or law-enforcement technology domain.
  • Strong technical aptitude, including familiarity with product architecture, integrations, workflows, and network considerations.
  • One of the following certifications or equivalent network architecture knowledge: CCST, CCNA, or equivalent.
  • Industry-recognized certifications such as CFCE or GCIHA, and/or Magnet certifications such as MCFE, MCGE/MCVK, or MCVE, are highly desirable.
  • Ability to work flexible hours to support customer and business needs.
  • Willingness to travel, including potential international travel, up to approximately 20%.
  • Comfortable working UK-based hours.

Benefits

  • $85,000 to $121,000 CAD annual salary range.
  • Generous time off policies.
  • Competitive compensation.
  • Volunteer opportunities.
  • Reward and recognition programs.
  • Employee committees and resource groups.
  • Healthcare and retirement benefits.
  • Hybrid-flexible work arrangement with occasional in-office time based on team needs.

Interested in this position?

Apply directly on the company website

Apply Now

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