---
title: 'Manager, Customer Success at Magnet Forensics'
canonical: 'https://feeny.ai/job/manager-customer-success-magnet-forensics-united-kingdom-pj881v7g50y3'
type: 'job'
last_seen: '2026-10-25'
---

# Manager, Customer Success at Magnet Forensics

- **Company:** Magnet Forensics
- **Location:** United Kingdom
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-23
- **Last confirmed live:** 2026-10-25
- **Apply:** https://jobs.lever.co/magnetforensics/79dd6472-d26d-411a-b5d5-9015ed3408d0

## Job description

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 thousands of customers globally, 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. 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 Overview

As the Manager, Customer Success, you will be responsible for driving measurable outcomes, strengthening strategic relationships, and delivering an exceptional end-to-end customer experience for a new flagship customer. This role serves as the primary point of accountability for the customer relationship, ensuring the flagship customer receives a seamless and confident journey with Magnet. Through proactive engagement, strategic planning, and cross-functional coordination with Sales, Professional Services, Technical Support, Product Management, Engineering, and other internal teams, you’ll ensure the customer realizes sustained value from Magnet’s products and services, achieves their business objectives, and builds a long-term partnership with Magnet. In addition to leading customer success strategy and execution, you’ll directly lead a team of two Technical Support Engineers, ensuring strong technical engagement, timely issue resolution, proactive risk identification, and a seamless connection between technical support and the broader customer success strategy. This role reports to the Director, Customer Success.

## What You’ll Do

- Own the end-to-end success strategy for a flagship customer, ensuring customer objectives are understood, documented, and translated into measurable outcomes.
- Develop and maintain joint customer success plans aligned to business priorities, desired outcomes, adoption goals, and value realization milestones.
- Establish a deep understanding of the customer’s business, operating environment, strategic initiatives, challenges, and measures of success.
- Use data and insights (including Gainsight CS) to monitor customer health, adoption, and progress against agreed outcomes, identifying risks, trends, initiating appropriate interventions before issues threaten customer success.
- Demonstrate customer value through regular reviews of outcomes, progress, achievements, and opportunities for continued improvement.
- Serve as the primary point of coordination and accountability for customer needs, ensuring clear ownership, consistent communication, and alignment across internal teams.
- Navigate complex customer situations with sound judgment, transparency, and a focus on preserving trust and achieving mutually beneficial outcomes.
- Coordinate internal teams—including Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering—to deliver a cohesive customer experience.
- Represent the voice of flagship customers in relevant planning, prioritization, and business review meetings.
- Directly manage, coach, and develop a team of two Technical Support Engineers, who matrix report into the Technical Support organization, establishing clear expectations for technical excellence, customer engagement, ownership, and professional growth.

Scope & Accountability

- Make risk-informed decisions that balance customer impact, technical complexity, and business context.
- Operate with broad autonomy and influences across teams.
- Lead two direct reports and foster technical excellence, accountability, and customer-first thinking.
- Drive strategic improvements in customer outcomes and product quality.

## What We’re Looking For

- Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or have equivalent experience.
- 6+ years in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role, including 2+ years leading technical, customer-facing teams.
- Demonstrated success managing complex customer relationships and driving measurable business outcomes, adoption, and value realization.
- Proven ability to influence and coordinate cross-functional teams without direct reporting authority.
- Experience building strategic customer plans, facilitating executive business reviews, and translating customer objectives into actionable plans.
- Strong technical aptitude and credibility with technical stakeholders, with the ability to assess challenges and coordinate effective resolution.
- Excellent communication, facilitation, relationship-building, prioritization, and problem-solving skills with a customer-first mindset.

## Preferred Qualifications

- Fluency in Arabic, written and verbal
- Experience in Digital Forensics and Incident Response (DFIR)
- Experience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud

Working Conditions

- This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to 5 pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.
- This is a remote role based in the United Kingdom.
- The position involves extended periods of computer-based work.
- Occasional work outside standard hours may be required to address critical customer issues.
- Up to 20% travel may be required for customer engagements, training, or team meetings.

## Compensation & 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. Position Type: New Position

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

Indicators of Success

We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”.  It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have “been there, done that”.  We want to be part of your development journey, and we’ll learn as much from you as you learn from us.

## How We Work

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals.

We’re excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best!

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.

Here at Magnet Forensics, we are 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. Please contact aoda@magnetforensics.com should you require any accommodations.

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.

US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.

## About Magnet Forensics

## Company Overview
- **One-liner**: Magnet Forensics provides digital investigation and forensic analysis software to help law enforcement, government agencies, and enterprises uncover the truth from digital evidence.
- **Entity Type**: Private (acquired by Thoma Bravo in 2023); formerly public on TSX (Ticker: MAGT.TO)
- **Headquarters**: Atlanta, Georgia, United States (with major offices in Canada, United Kingdom, Singapore, and Sweden)
- **Founded**: 2009 (operating as Magnet Forensics since 2010)
- **Founders**: Adam Belsher (former CEO) and Jad Saliba (founded out of law enforcement experience)

## Core Business
- **Primary Industry**: Digital Forensics & Cybersecurity (Software Development)
- **Target Customers**: B2G (Government/Law Enforcement), B2B (Enterprise/Corporate Security), B2C limited (incidental)
- **Mission**: “To uncover the truth and protect the innocent” — empowering protectors to stay ahead of criminals and keep communities safe.

## Products & Services
- **Magnet One**: An integrated digital investigation platform that acquires, analyzes, and manages evidence from mobile devices, computers, IoT, cloud services, and vehicles. AI-powered for rapid case resolution.
- **Magnet AXIOM**: The company’s flagship forensic exam tool for recovering and analyzing digital evidence from multiple sources.
- **Magnet Automate**: Automated triage and remote data collection for enterprise incident response.
- **Magnet Review**: Collaborative case review and reporting tool for legal and investigative teams.
- **Griffeye (by Magnet)**: Digital media analysis platform (acquired via Griffeye acquisition) for large-scale image and video review.
- **Consulting & Training**: Professional services, certification courses, and digital forensic training programs.

## Market Standing
- **Valuation/Market Cap**: Acquired by Thoma Bravo in January 2023 for **~$1.34B USD** (implied enterprise value); IPO was in 2021 at a higher valuation.
- **Key Metric**: Annual Revenue of **$98.9M** (latest disclosed data) with headcount at **743 employees** (+17.1% YoY).
- **Notable Investors/Partners**: Owned by **Thoma Bravo** (private equity). Key product partners include **Microsoft Security Automation**, and customers include **70%+ of Fortune 100 companies**.
- **Growth Signals**: 
  - Recent headcount growth of **+17.1% YoY**; active job postings up **+291.3% yearly**.
  - Serving **6,000+ agencies and organizations** across **100+ countries**.
  - Rapidly expanding product suite (cloud, AI, vehicle data forensics).

## Competitive Advantages
- **Built by investigators, for investigators**: Founding team came from law enforcement, giving deep domain credibility and customer empathy.
- **No platform lock-in**: Solutions are broadly compatible by design — work across cloud, on-prem, and hybrid environments.
- **Proven enterprise trust**: 70%+ of Fortune 100 companies and thousands of government agencies rely on their tools.
- **Strong R&D moat**: Heavy investment in vulnerability research, exploit engineering, and AI-powered analysis that competitors struggle to replicate.
- **Post-acquisition stability**: Backed by Thoma Bravo provides capital for aggressive growth while maintaining operational autonomy.

## Strategic Focus
- **AI-first investigation tools**: Embedding machine learning to accelerate evidence triage, pattern detection, and case closure.
- **Cloud and hybrid expansions**: Enabling customers to run investigations in their own cloud or via Magnet-hosted SaaS.
- **Vehicle and IoT forensics**: Tapping into rapidly growing demand for data extraction from cars, smart devices, and connected systems.
- **International growth**: Expanding sales presence (especially Europe and Asia-Pacific) with new offices and channel partners.

## Why Work Here
- **Mission-driven work**: Employees directly help fight crime, protect the innocent, and support national security — work that makes a tangible difference daily.
- **Strong culture (CODE values)**: Collaboration, Ownership, Dedication, Excellence — with emphasis on trust, anonymity (not treated like a number), and team celebrations.
- **Growth & development**: Fast-growing company (17% headcount growth) with mentorship programs, clear career paths, and internal mobility.
- **Competitive compensation**: Great salary ranges (e.g., Engineering Manager CAD $170K, Software Engineer CAD $82K+), plus excellent vacation, corporate events, and volunteer opportunities.
- **Leadership accessibility**: Executives are hands-on and accessible; leadership is described as “rolling up their sleeves” and genuinely involved.
- **Work model**: Hybrid-friendly with offices in Atlanta, Waterloo (Canada), London (UK), Singapore, and Stockholm (Sweden). Significant remote flexibility.
- **No AI screening**: Magnet explicitly states they do not use AI for applicant screening — human-led hiring process.

## Sources
1. [Magnet Forensics Official Careers Page](https://www.magnetforensics.com/careers-at-magnet/)
2. [LinkedIn Company Profile - Magnet Forensics](https://linkedin.com/company/magnet-forensics)
3. [Magnet Forensics Why Us Page](https://www.magnetforensics.com/why-magnet-forensics/)
4. [Lever Careers Board (Open Positions)](https://jobs.lever.co/magnetforensics)
5. [Wellfound/TechCrunch Data on Magnet Forensics](https://www.magnetforensics.com/company/)

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