Customer Success Escalation Lead – Onboarding

Role Overview

• Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation, often on-site.
• Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.
• Support customers by collaboratively drafting tailored SOPs for their bespoke workflows.
• Support customers during the critical post-purchase phase to accelerate time-to-value and adoption.
• 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.
• Translate technical concepts clearly for both technical and non-technical customer audiences.
• Maintain strong working knowledge of Magnet’s product portfolio and common customer use cases.
• 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.
• Work with Support, QA, and internal teams to ensure a seamless transition from deployment to post-deployment usage.
• 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.
• Support training efforts for Customer Success Managers related to onboarding workflows, product updates, and early-stage customer challenges.

Requirements

• College or University Degree or Diploma in Criminal Justice, 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, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies.
• Strong understanding of digital forensics workflow, artifact categories, and industry challenges.
• 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.
• Experience supporting multimedia investigations is a plus.
• Exposure to private-sector incident response workflows or corporate investigations is desirable.
• Multilingual capabilities are an asset but not required.
• Experience working in Salesforce, Gainsight, or similar customer success platforms is a plus.
• Industry-recognized certifications are preferred, including:**– DFIR: MCFE, MCGE/MCVK, CFCE (IACIS) – IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA
• May be required to work flexible hours to support customer onboarding needs.
• Willingness to travel up to 50%.

Tech Stack

• AWS
• Azure
• Cloud

Benefits

• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits