{"id":3175580,"url":"https://alion.io/job/magnet-forensics-manager-customer-success","title":"Manager, Customer Success","company":{"id":1873,"name":"Magnet Forensics","domain":"magnetforensics.com","url":"https://alion.io/company/magnet-forensics","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"GMT","utc_offset_min":0,"utc_offset_max":0},"hiring_geo_confidence":"explicit","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":68000,"period":"year","method":"role_seniority_country_cell","sample_n":22},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-23T18:58:16Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T06:55:47Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Role Overview\nAs 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.\nThis 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.\nIn 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.\nThis role reports to the Director, Customer Success.\nWhat You’ll Do\nOwn the end-to-end success strategy for a flagship customer, ensuring customer objectives are understood, documented, and translated into measurable outcomes.\nDevelop and maintain joint customer success plans aligned to business priorities, desired outcomes, adoption goals, and value realization milestones.\nEstablish a deep understanding of the customer’s business, operating environment, strategic initiatives, challenges, and measures of success.\nUse 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.\nDemonstrate customer value through regular reviews of outcomes, progress, achievements, and opportunities for continued improvement.\nServe as the primary point of coordination and accountability for customer needs, ensuring clear ownership, consistent communication, and alignment across internal teams.\nNavigate complex customer situations with sound judgment, transparency, and a focus on preserving trust and achieving mutually beneficial outcomes.\nCoordinate internal teams-including Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering-to deliver a cohesive customer experience.\nRepresent the voice of flagship customers in relevant planning, prioritization, and business review meetings.\nDirectly 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.\nScope & Accountability\nMake risk-informed decisions that balance customer impact, technical complexity, and business context.\nOperate with broad autonomy and influences across teams.\nLead two direct reports and foster technical excellence, accountability, and customer-first thinking.\nDrive strategic improvements in customer outcomes and product quality.\nWhat We’re Looking For\nPost-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or have equivalent experience.\n6+ years in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role, including 2+ years leading technical, customer-facing teams.\nDemonstrated success managing complex customer relationships and driving measurable business outcomes, adoption, and value realization.\nProven ability to influence and coordinate cross-functional teams without direct reporting authority.\nExperience building strategic customer plans, facilitating executive business reviews, and translating customer objectives into actionable plans.\nStrong technical aptitude and credibility with technical stakeholders, with the ability to assess challenges and coordinate effective resolution.\nExcellent communication, facilitation, relationship-building, prioritization, and problem-solving skills with a customer-first mindset.\nPreferred Qualifications\nFluency in Arabic, written and verbal\nExperience in Digital Forensics and Incident Response (DFIR)\nExperience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud\nWorking Conditions\nThis 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.\nThis is a remote role based in the United Kingdom.\nThe position involves extended periods of computer-based work.\nOccasional work outside standard hours may be required to address critical customer issues.\nUp to 20% travel may be required for customer engagements, training, or team meetings.","description_format":"text","description_chars":4908,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"Advanced (C1)","optional":true}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","Incident Response","Homeland Security"],"lifecycle":[{"event":"open","at":"2026-10-23T19:53:13Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":55,"reasons":["conf:2","velocity","win:early","comp:junior"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/magnet-forensics-manager-customer-success","json_url":"https://alion.io/job/magnet-forensics-manager-customer-success.json","meta":{"generated_at":"2026-10-25T08:47:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12466,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1873},"rest":"https://alion.io/mcp/rest/get_company?id=1873"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmagnet-forensics-manager-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmagnet-forensics-manager-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmagnet-forensics-manager-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/magnet-forensics-manager-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmagnet-forensics-manager-customer-success"}]}