Manager, Customer Success

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 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.