FedRamp Customer Success Manager

Magnet Forensics develops digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. The FedRamp Customer Success Manager will lead strategic relationships with complex U.S. federal customers in FedRAMP-authorized environments, guiding onboarding, adoption, value realization, renewals, and expansion while coordinating with internal teams and adhering to federal security standards.

Responsibilities:

• Own executive-level relationships within FedRamp accounts, including regular engagement with C-suite and senior leadership stakeholders
• Understand and communicate FedRAMP controls, authorization boundaries, and shared responsibility models to customers
• 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
• Lead complex customer onboarding, implementation, and adoption efforts across Magnet’s product portfolio, ensuring successful deployment and accelerated time-to-value
• Support customers through federal onboarding, renewals, and expansion while maintaining compliance with government security standards
• 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
• 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
• Act as the primary customer advocate within Magnet, ensuring customer priorities are understood and addressed across Sales, Renewals, Support, Product, Engineering, and Professional Services
• Collaborate with Sales and Pre-Sales to ensure a seamless transition from pre-sales to post-sales and ongoing account strategy alignment
• Partner with Renewals and Growth teams to support retention and expansion strategies for FedRamp accounts
• Use Gainsight and Salesforce to maintain a complete, accurate, and actionable 360-degree view of the customer
• Build deep, multi-threaded relationships across customer organizations to ensure long-term partnership resilience
• Collect and synthesize customer feedback, training needs, and experience insights to continuously improve customer outcomes
• Champion customer advocacy opportunities, including references, testimonials, and advisory participation where appropriate

Requirements:

• Proven experience managing strategic, high-value, enterprise or public-sector customer relationships, including direct engagement with C-level executives
• Strong customer success, account management, or technical account leadership background with ownership of renewals and expansions
• Deep understanding of complex software products, technical workflows, and enterprise environments
• Exceptional relationship-building skills with the ability to influence, lead, and align both customer and internal stakeholders
• Strong business acumen and ability to translate customer goals into measurable success outcomes
• Excellent verbal and written communication skills, with the ability to present confidently to executive and technical audiences
• Highly organized, proactive, and comfortable managing multiple complex accounts simultaneously
• Experience using Salesforce CRM and Gainsight (or similar CS platforms) to manage customer health, risk, and engagement
• Previous experience in Digital Forensics and Incident Response (DFIR) or closely related investigative, security, or law-enforcement technology domains
• Strong technical aptitude, including the ability to discuss product architecture, integrations, workflows, and network considerations
• One of the following certifications or strong demonstrated knowledge of network architecture: CCST, CCNA, or equivalent
• Demonstrated ability to operate in highly regulated environments while balancing customer advocacy, security requirements, and business outcomes
• Ability to work flexible hours as needed to support customer and business needs
• Willingness to travel, including potential international travel, to support FedRamp customers
• Ability to travel up to approximately 20%
• We are primaritly looking for canddiates located in DC, Maryland and Virginia
• Industry-recognized certifications (CFCE, GCIHA) and/or Magnet certifications (MCFE, MCGE/MCVK, MCVE, etc.) are highly desirable
• Must possess an active U.S. Government Security Clearance (Secret or higher)., this is highly desirable but not a requirement