Manager, Customer Success
New
M
Magnet ForensicsDigital forensics
This is a remote role based in the United Kingdom., Standard working hours are 9 am to 5 pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- Fluency in Arabic, written and verbal
- 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.
- Required Skills
- Customer Success
Requirements
- Have post-secondary education in Digital Forensics, Cybersecurity, Computer Science, or Engineering, or equivalent experience.
- Bring 6+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role.
- Have 2+ years of experience leading technical, customer-facing teams.
- Demonstrate success managing complex customer relationships and driving measurable business outcomes, adoption, and value realization.
- Be able to influence and coordinate cross-functional teams without direct reporting authority.
- Have experience building strategic customer plans and facilitating executive business reviews.
- Be able to translate customer objectives into actionable plans.
- Bring technical aptitude and credibility with technical stakeholders, including the ability to assess challenges and coordinate resolution.
- Preferred: fluency in written and verbal Arabic.
- Preferred: experience in Digital Forensics and Incident Response (DFIR).
- Preferred: experience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud.
Responsibilities
- Own the end-to-end success strategy for a flagship customer and translate customer objectives into measurable outcomes.
- Develop and maintain joint customer success plans aligned to business priorities, adoption goals, and value realization milestones.
- Use Gainsight CS data and insights to monitor customer health, adoption, progress, and risks.
- Review outcomes, progress, and achievements with the customer and identify opportunities for continued improvement.
- Coordinate internal teams to deliver a cohesive customer experience and ensure clear ownership of customer needs.
- Represent flagship customer needs in planning, prioritization, and business review meetings.
- Navigate complex customer situations while preserving trust and pursuing mutually beneficial outcomes.
- Manage, coach, and develop two Technical Support Engineers, setting expectations for technical excellence, customer engagement, and professional growth.
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