Manager, Customer Success Public Sector

Who We Are; What We Do; Where we’re Going

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets and other IoT related devices. We are continually innovating so that our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Earlier this year, we shared the exciting news that Grayshift and Magnet Forensics have come together as one organization to accelerate innovation and transform digital investigations for our customers. We’re pleased to share that the combined organization is operating as Magnet Forensics.

?The combination of mobile, cloud and computer forensics expertise under the Magnet Forensics name underscores our dedication to providing comprehensive, end-to-end DFIR solutions. This includes our commitment to helping with access to modern digital devices lawfully with our renowned product suite. And, our focus on innovating for the DIFR community, along with our shared mission, continues to be the top priority.

Role Summary - As the Manager of Customer Success, Public Sector, you will play a pivotal role in ensuring our customers derive maximum value from our products and services. You will lead a dynamic team of Customer Success Managers, guiding them in their efforts to build strong, long-lasting relationships with our customers, drive customer satisfaction, and contribute to the company's growth. Additionally, they will contribute positively to our organizational culture, foster effective collaborations with colleagues, and exhibit unwavering dedication to our mission, eagerly embracing their daily work with enthusiasm.

Role Responsibilities:

• Team Leadership: Recruit, onboard, train, and manage a team of Customer Success Managers, fostering a culture of excellence, accountability, and customer-centricity.
• Customer Relationship Management: Oversee and actively engage in strategic relationships with key customers, ensuring their needs are understood and met throughout their lifecycle.
• Customer Onboarding: Develop and optimize customer onboarding processes to ensure a smooth transition and successful adoption of our products or services.
• Account Management: Lead the team in proactively identifying and addressing customer needs, providing solutions, and ensuring ongoing satisfaction.
• Customer Retention: Develop and execute strategies to reduce churn, increase customer retention rates, and drive upsell and cross-sell opportunities.
• Customer Feedback: Collect, analyze, and act upon customer feedback to continually improve our products and services, as well as the customer experience.
• Data Analytics: Utilize data-driven insights to track and report on key customer success metrics, providing regular updates to senior management.
• Collaboration: Work closely with Sales, Product Development, and other departments to ensure alignment and collaboration in achieving customer success and company objectives.
• Team Development: Coach and mentor team members, providing ongoing feedback and opportunities for growth and skill development.

Qualifications:

• 4+ years of proven Customer Success Management experience
• Strong leadership and team management skills
• Exceptional communication and interpersonal abilities
• Customer-centric attitude and a passion for ensuring customer satisfaction
• Ability to thrive in a fast-paced, dynamic environment
• Experience driving software adoption, and leveraging customer success best practices
• Deeply analytical (with emphasis on Gainsight CS): use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
• Experience with full customer journey, from new product idea and initial launch to growth, scale, and maturation

Working Conditions:

• General office environment/Work from home office environment
• Prolonged sitting – 6+ hours
• May be required to work extra hours
• May be required to travel/Out of country travel required/Travel required to meet the responsibilities of the position

The Most Important Thing:

• We’re looking for candidates that can provide examples of how they have demonstrated Magnet InteGRITy in their previous experiences:
• Greater Good – We think beyond our own interests and strive to improve communities around the world. This demonstrates our passion for making a difference in the world.
• Respect – We hold ourselves accountable through transparent sharing of information and we have faith in each other’s abilities.
• Innovation – We lead the industry in excellence and reliability while keeping the user experience simple and relevant. We are not afraid to push the boundaries to stay ahead of our competitors.
• Teamwork – We collaborate internally and externally, while caring about each other and listening to our customers.?

We’re committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.

?Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.

?We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. If you require accommodation, please let our talent team know, or you can email [email protected].