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Magnet Forensics · 22 hours ago

Customer Success Escalation Lead - Onboarding

United States

Full-time

Remote

Mid Level

$91K/yr - $130K/yr

3+ years exp

Magnet Forensics is a global leader in digital investigative software development, focusing on tools that protect companies and communities. They are seeking a Customer Success Escalation Lead - Onboarding to ensure high-quality onboarding and adoption of their products, helping customers achieve early value and confidence with their solutions.

Cyber SecurityInformation TechnologyLaw EnforcementProductivity ToolsSoftware

Responsibilities

Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation

Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products

Support customers during the critical post-purchase phase to accelerate time-to-value and adoption

Serve as a technical onboarding resource for Customer Success Managers and customers, providing guidance on product functionality, workflows, and best practices

Deliver product walkthroughs, onboarding sessions, and targeted technical demonstrations tailored to customer environments

Translate technical concepts clearly for both technical and non-technical customer audiences

Maintain strong working knowledge of Magnet’s product portfolio and common customer use cases

Partner closely with Customer Success Managers to align onboarding activities with customer goals and success plans

Collaborate with Support and the Customer Success Escalation Lead to ensure a smooth handoff when technical issues fall outside onboarding scope

Work with Support, QA, and internal teams to ensure a seamless transition from deployment to post-deployment usage

Identify and surface early adoption challenges, risks, or gaps to CSMs and the Customer Success Escalation Lead for proactive resolution

Capture customer feedback during onboarding and early adoption and share insights with internal teams to improve processes and customer experience

Assist in creating and maintaining onboarding documentation, internal playbooks, and enablement materials for the Customer Success team

Support training efforts for Customer Success Managers related to onboarding workflows, product updates, and early-stage customer challenges

Qualification

Digital forensics toolsTechnical onboardingCustomer success managementCloud-based softwareSalesforceCommunication skillsMultilingual capabilitiesTraining supportCollaborationSelf-drivenProblem-solving

Required

College or University Degree or Diploma in Engineering, IT, Computer Science, or equivalent practical experience

3–5 years of experience working with computer, mobile, and cloud-based software solutions in technical or investigative environments

Hands-on experience with digital forensics tools such as AXIOM, FTK, EnCase, XRY, GrayKey, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies

Experience supporting or assisting with deployments of forensic or investigative tools in customer environments

Strong written and verbal communication skills, with the ability to clearly explain technical concepts

Highly collaborative, customer-focused, and comfortable working as part of a broader Customer Success organization

Ability to manage multiple onboarding engagements simultaneously

Self-driven with the ability to work independently while understanding when to escalate issues

May be required to work flexible hours to support customer onboarding needs

Willingness to travel up to 10%

Preferred

Experience supporting multimedia investigations is a plus

Exposure to private-sector incident response workflows or corporate investigations is desirable

Multilingual capabilities are an asset but not required

Experience working in Salesforce, Gainsight, or similar customer success platforms is a plus

Industry-recognized certifications are preferred, including: IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA; DFIR: MCFE, MCGE/MCVK, CFCE (IACIS), GCIH (SANS – Incident Response)