Customer Success Manager – Digital Touch

About the position 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

Responsibilities

• 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

Requirements

• 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, balancingstrategic initiatives with day-to-day responsibilities.
• Demonstrated success in working with complex software products and a strong aptitude for learning new technologies.

Nice-to-haves

• Experience with Gainsight or similar customer success platforms is a strong plus.

Benefits

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

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