FedRamp Customer Success Manager

About the role

Magnet Forensics is seeking a highly experienced, strategic, and customer-obsessed FedRamp Customer Success Manager (CSM) to own and lead relationships with our most complex, high-value, and mission-critical customers. This role will support U.S. federal customers operating in FedRAMP-authorized environments.

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.
• 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.

Required

• 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.
• Hightly 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.
• 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).