Customer Success Manager – Digital Touch in London

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 will be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

The Digital Customer Success Manager will play a pivotal role in shaping and delivering an outstanding digital experience for our customers. This role is key to ensuring that customers gain maximum value from our software, using data-driven insights and digital engagement strategies. Reporting to the Customer Success Operations Manager, you will focus on designing and refining the digital customer journey, leveraging automation and technology to enhance the customer experience across multiple touchpoints.

As a Digital CSM, you will drive customer satisfaction, engagement, and retention by managing digital-first communication strategies and fostering a strong community of users. You will also be responsible for ensuring smooth onboarding, renewal, and ongoing support processes by utilizing cutting-edge tools such as Gainsight.

• Develop and optimize digital engagement touchpoints throughout the customer journey, ensuring seamless experience for both new and renewing customers.
• Use data analytics to monitor customer behavior, segment audiences, and personalize interactions to drive product adoption and long-term value realization.
• Along with the Digital Program Manager, help moderate the customer community, encouraging active participation by sparking insightful discussions and sharing relevant content.
• Drive customers to the community through innovative methods such as campaigns, webinars, and targeted outreach, to create a thriving, supportive space for peer-to-peer learning.
• Collaborate with marketing, product, and Digital Program Manager to execute targeted digital strategies that inform and engage customers.
• Tailor content for different customer segments to meet specific needs and deliver consistent, compelling messaging across all touchpoints.
• Collaborate with leadership to define and continually refine customer journey maps.
• Implement and optimize automated workflows to scale efforts while maintaining a high level of personalization.

• Proven experience in digital customer success, marketing, or a related field with a focus on tech-enabled engagement strategies.
• Strong written communication skills with the ability to create compelling content tailored to diverse customer personas.
• Ability to manage multiple priorities in a fast-paced environment, balancing strategic initiatives with day-to-day responsibilities.
• Demonstrated success in working with complex software products and a strong aptitude for learning new technologies.
• Experience with Gainsight or similar customer success platforms is a strong plus.

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.

£50,000 – £62,700 (GBP) a year

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

We are looking for someone who checks off most, but not all, of the boxes listed in "skills and experiences". It is 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 will learn as much from you as you learn from us.

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you are within a comfortable travel distance to one of our offices, you will occasionally join us in person. How often you will 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 are excited to welcome you to our team and look forward to achieving great things together – both in the office and wherever you work best!

We are 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.

Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you are interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyway.

Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, 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.

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.

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.