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LeadFull-timeGoAWSAzureRESTAIGit
About the Role
Magnet Forensics is seeking a Customer Success Escalation Lead – Onboarding to support new and expanding customers during the critical early stages of their journey with Magnet products. This role focuses on delivering 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 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 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
- →Identify and surface early adoption challenges, risks, or gaps for proactive resolution
- →Capture customer feedback during onboarding and share insights with internal teams to improve processes
- →Assist in creating and maintaining onboarding documentation, internal playbooks, and enablement materials
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, 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
- ✓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 and resource groups
- ★Healthcare and retirement benefits
