Customer Success Manager; Flagship - United Kingdom

Who We Are;
What We Do;
Where We’re Going

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT‑related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you!

Magnet Forensics is seeking a highly experienced, strategic, and customer‑obsessed Flagship Customer Success Manager (CSM) to own and lead relationships with our most complex, high‑value, and mission‑critical customers. This role is designed for senior‑level CSMs who can operate confidently at the executive level while deeply understanding Magnet’s products, services, and customer environments.

As a Flagship CSM, you will serve as the primary strategic partner for assigned flagship accounts, guiding customers through their full lifecycle with Magnet — from onboarding and deployment through adoption, value realization, renewal, and expansion. You will be accountable for building deep, trusted relationships across customer organizations (including C‑level stakeholders), coordinating complex internal teams, and ensuring customers achieve measurable outcomes aligned to their business and investigative objectives.

The mission of the Flagship Customer Success Manager is to protect and grow Magnet’s most important customer relationships by delivering exceptional experiences, accelerating time‑to‑value, proactively managing risk, and creating long‑term partnerships that drive retention, expansion, and advocacy.

• Strategic Customer Leadership & Executive Engagement
• Own executive‑level relationships within flagship accounts, including regular engagement with C‑suite and senior leadership stakeholders.
• Act as a trusted advisor to customers, aligning Magnet’s products and services to their strategic objectives, operational priorities, and long‑term success.
• Lead executive business reviews (EBRs/QBRs), outcome‑focused success planning, and roadmap discussions with customer leadership.
• Proactively identify risks, adoption challenges, and expansion opportunities, and drive coordinated action plans.

• Customer Lifecycle Ownership & Value Realization
• Lead complex customer onboarding, implementation, and adoption efforts across Magnet’s product portfolio, ensuring successful deployment and accelerated time‑to‑value.
• Develop and maintain comprehensive customer success plans, including goals, milestones, success metrics, and executive outcomes.
• Identify, track, and mitigate adoption barriers through structured, cross‑functional collaboration.
• Drive customer retention, renewal readiness, and expansion by ensuring consistent value delivery and outcome realization.

• Product & Domain Expertise
• Serve as a subject‑matter expert on Magnet’s products, services, workflows, and use cases across digital forensics and investigative environments.
• Provide strategic guidance on product capabilities, integrations, licensing, and best‑practice workflows to both technical and non‑technical audiences.
• Partner closely with Customer Success Engineering, Professional Services, Support, and Product teams to address complex technical and operational needs.
• Translate customer feedback, feature requests, and trends into actionable insights for internal teams.

• Cross‑Functional Leadership & Internal Alignment
• Act as the primary customer advocate within Magnet, ensuring customer priorities are understood and…