Customer Success Escalation Lead – United Kingdom at Magnet Forensics

About the Role

Magnet Forensics is seeking a technically focused Customer Success Escalation Lead – Onboarding to support new and expanding customers during the critical early stages of their journey with Magnet products. This role delivers high-quality onboarding, initial deployments, and early-stage adoption to ensure customers achieve early value and confidence with our solutions.

Key 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
• →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
• →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
• →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