At a Glance
- Tasks: Shape and deliver an outstanding digital experience for customers using innovative engagement strategies.
- Company: Join a global leader in digital investigative software with a mission to make a difference.
- Benefits: Enjoy generous time off, competitive pay, and opportunities for personal growth.
- Other info: Flexible hybrid work environment with a focus on continuous learning and inclusivity.
- Why this job: Be part of a team that drives customer satisfaction and helps protect communities worldwide.
- Qualifications: Experience in digital customer success and strong communication skills are essential.
The predicted salary is between 50000 - 62700 £ per year.
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!
Role Overview
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’ll drive customer satisfaction, engagement, and retention by managing digital-first communication strategies and fostering a strong community of users. You’ll also be responsible for ensuring smooth onboarding, renewal, and ongoing support processes by utilizing cutting-edge tools such as Gainsight.
Key Responsibilities
- Customer Lifecycle Management: 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.
- Customer Community Engagement: 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.
- Content Strategy and Creation: 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.
- Customer Journey Mapping and Optimization: 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.
Qualifications
- 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.
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.
If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable). Ensure this is formatted as “normal” £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
What We Are Looking For
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.
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’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.
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.
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.
Remote Customer Success Manager Digital Touch in Wigan employer: Magnet Forensics
Magnet Forensics is an exceptional employer that prioritises employee growth and development, offering a supportive work culture where innovation thrives. With generous time off policies, competitive compensation, and a commitment to diversity and inclusion, employees are empowered to make a meaningful impact in the world while enjoying a flexible hybrid work environment. Join a talented team dedicated to excellence and continuous learning, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager Digital Touch in Wigan
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Magnet Forensics. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Magnet Forensics before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success Manager Digital Touch in Wigan
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Magnet Forensics:Your cover letter is your chance to shine! Tell us why you want to work at Magnet Forensics specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Magnet Forensics!
How to prepare for a job interview at Magnet Forensics
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
