Customer Success Escalation Lead – Onboarding - United States

Customer Success Escalation Lead - Onboarding

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 Review, a SaaS-based collaborative review tool for digital evidence. This role is responsible for delivering high-quality onboarding, initial deployment, and early-stage adoption to ensure customers achieve early value and confidence with Magnet Review.

Onboarding Customer Success Escalation Lead – Onboarding focuses on foundational technical success rather than owning escalations. The role works closely with Customer Success Managers (CSMs), Support, and internal teams to identify adoption risks early and ensure a smooth transition from deployment to steady-state usage.

The mission of the Customer Success Escalation Lead – Onboarding is to accelerate customer time-to-value, reduce early adoption risk, and establish a strong technical foundation that supports long-term customer success.

What You'll Do

• 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.

What We're Looking For

• 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%.

Compensation & Benefits

The compensation range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge, and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you.

$100,000 - $120,000 (USD) a year

Position Type: New Position

Magnet is proud to offer benefits such as:

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

Indicators of Success

We're looking for someone who checks off most, but not all, of the boxes listed in "skills and experiences". It's more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have 'been there, done that'. We want to be part of your development journey, and we'll learn as much from you as you learn from us.

How We Work

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you're within a comfortable travel distance to one of our offices, you'll occasionally join us in person. How often you'll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team's goals.

We're excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best!

The Most Important Thing

We're looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:

• CARE – We care about each other and our mission to make a difference in the world.
• OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.
• DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
• EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.

Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact aoda@magnetforensics.com should you require any accommodations.

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position's job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.

US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.