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Customer Success Manager (Flagship) - United Kingdom

2 weeks, 6 days ago
United Kingdom
Full-time
Lead
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 executive-level relationships with flagship accounts, including regular engagement with C-suite and senior leaders.
  • Act as a trusted advisor by aligning Magnet’s products and services to customer objectives and long-term success.
  • Lead executive business reviews, success planning, and roadmap discussions with customer leadership.
  • Identify risks, adoption challenges, and expansion opportunities, then drive coordinated action plans.
  • Lead onboarding, implementation, and adoption efforts to accelerate time-to-value across the product portfolio.
  • Develop and maintain customer success plans with goals, milestones, success metrics, and executive outcomes.
  • Monitor, mitigate, and resolve adoption barriers through cross-functional collaboration.
  • Drive retention, renewal readiness, and expansion by ensuring customers realize value from Magnet’s solutions.
  • Serve as a subject-matter expert on Magnet’s products, workflows, use cases, integrations, and licensing.
  • Act as the primary customer advocate across Sales, Renewals, Support, Product, Engineering, and Professional Services.

Requirements

  • Proven experience managing strategic, high-value enterprise or public-sector customer relationships with direct C-level engagement.
  • Strong customer success, account management, or technical account leadership experience with ownership of renewals and expansions.
  • Deep understanding of complex software products, technical workflows, and enterprise environments.
  • Excellent relationship-building, influencing, and stakeholder alignment skills.
  • Strong business acumen and ability to translate customer goals into measurable outcomes.
  • Excellent verbal and written communication skills for executive and technical audiences.
  • Highly organized, proactive, and able to manage multiple complex accounts simultaneously.
  • Experience using Salesforce CRM and Gainsight, or similar customer success platforms.
  • Fluency in French and/or German is required.
  • Experience in Digital Forensics and Incident Response (DFIR) or a closely related investigative, security, or law-enforcement technology domain.
  • Strong technical aptitude, including the ability to discuss 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 as needed to support customer and business needs.
  • Willingness to travel, including international travel, with travel up to approximately 20%.

Benefits

  • Salary range of £39,900 to £68,400 GBP per year.
  • Competitive compensation.
  • Generous time off policies.
  • Healthcare and retirement benefits.
  • Volunteer opportunities.
  • Reward and recognition programs.
  • Employee committees and resource groups.
  • Hybrid-flexible work approach to support productivity and work-life balance.

Interested in this position?

Apply directly on the company website

Apply Now

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