Customer Success Manager at RoomRaccoon helping hotel partners maximize value and drive growth opportunities. Collaborating with various departments to ensure a seamless customer journey and product usage.
About the role
- Customer Success Escalation Lead onboarding expanding customers at Magnet Forensics. Delivering technical support and facilitating early-stage adoption of digital forensics products.
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.
Requirements
- 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.
- 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)
- May be required to work flexible hours to support customer onboarding needs.
- Willingness to travel up to **10%**.
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
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