Director of Customer Success

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 IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving over 4,000 customers in over 100 countries, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you! 

Role Summary

Magnet Forensics is seeking an experienced customer-centric Director of Customer Success who will lead our global customer success team, ensuring that our clients achieve their desired outcomes and derive maximum value from our products. This role involves strategic leadership, team development, and fostering a customer-centric culture within the organization.

Key Responsibilities:

Strategic Leadership:

Develop and execute a comprehensive customer success strategy that aligns with company goals and enhances customer satisfaction and retention.

Change Management:

Agility and flexibility are essential in this role. Our business is growing and changing quickly though the introduction of new products and business models. Leading the customer success team through change and adapting as needs of the company evolve will be critical to success. 

Team Leadership: 

Lead, mentor, and grow the customer success team, setting clear objectives and fostering a collaborative environment.

Customer Engagement: 

Build strong relationships with key clients, acting as a trusted advisor to understand their needs and challenges.

Performance Metrics: 

Define and track key performance indicators (KPIs) to measure customer success, health, and satisfaction to analyze our customer needs and deliver data-driven insights to key stakeholders to enhance the customer experience.

Onboarding & Training: 

Oversee the onboarding process to ensure a seamless experience for new clients, including training and support resources.

Feedback Loop: 

Establish processes for gathering customer feedback and insights, using this data to develop and implement innovative strategies to address customer input and improve satisfaction and retention.

Cross-Functional Collaboration:

 Work closely with sales, product, and marketing teams to ensure alignment and a unified approach to customer success.

Escalation Management: 

Address and resolve customer issues and escalations promptly, ensuring high levels of customer satisfaction.

Customer Advocacy: Partner with Product, Engineering, Support, Sales, and other functions to advocate on behalf of client needs and collaborate on cross-functional solutions to strive for optimal customer experience that will enable growth.

Industry Trends: Stay informed about industry trends and best practices in customer success to continuously enhance strategies and processes.

Qualifications:

• Bachelor’s degree in business, marketing, or a related field; MBA preferred.

• 10+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.

• Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices; 

• Successful record of accomplishment building empathic CSM teams that are customer-first and drive successful customer experiences; 

• Demonstrated ability to lead CSMs and successfully manage global, distributed teams across cultures, lines of business, and geographies;

• Experience with full customer journey, from new product idea and initial launch to growth, scale, and maturation;

• Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs;

• Experience successfully working with senior (C-level) executives;

• Excellent communicator in-person, on the phone, through email and over web presentations;

• Strategic thinker with the ability to respond quickly in front of customers;

• Strong organizational skills with keen attention to details;

• Deeply analytical (with emphasis on Gainsight CS and PX): 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 working with cross functional teams.

The Most Important Thing:

We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:

CARE – We care about each other and our mission to make a difference in the world.

OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.

DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.

EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.

Compensation and Benefits:

The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you.

If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

Compensation Range:

MIN: $140,000 - MID: $175,000 - MAX: $210,000 CAD 

MIN: $160,000 - MID: $200,000 - MAX: $240,000 USD

Magnet is proud to offer benefits such as:

• Generous time off policies 

• Competitive compensation 

• Volunteer opportunities

• Reward and recognition programs

• Employee committees & resource groups

• Healthcare and retirement benefits 

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].

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.