Customer Success Systems Analyst

March 12

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Magnet Forensics

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Magnet Forensics is a company that specializes in providing digital forensics and incident response tools. Their solutions, such as Magnet AXIOM and Magnet GrayKey, are used by law enforcement, military, intelligence, and enterprise organizations to recover, analyze, and manage digital evidence. They offer a wide range of tools to support digital investigations, including data extraction from mobile devices, video recovery, and workflow automation. Magnet Forensics aims to enhance the efficiency and accuracy of digital forensics processes across various sectors.

Digital Forensic Software • Data Recovery • Internet Artifacts • Computer Forensics • Mobile Forensics

201 - 500 employees

Founded 2009

🔐 Security

🏢 Enterprise

💰 $74.4M Post-IPO Secondary on 2021-12

📋 Description

• Who We Are; What We Do; Where We’re Going • 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 over 4,000 customers in over 100 countries, 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 with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. 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 Summary • The Customer Success Systems and Data Analyst will be a crucial member of the Customer Success team, focusing on the management and coordination of our Gainsight environment, data analysis, KPI and metric management, and coordinating ongoing customer success projects. This role is designed to drive customer satisfaction, engagement, and retention through operational excellence and data-driven decision-making. Reporting to the Customer Success Operations Manager, you will work closely with the Gainsight Administrator to ensure the seamless execution of customer success programs and workflows, as well as continuously optimize processes that support the overall customer journey.

🎯 Requirements

• Proven experience in customer success operations, project management, or a related field, ideally within a SaaS or technology environment. • Strong experience with Gainsight. • Experience with Salesforce or similar CRM. • Ability to analyze complex data and translate insights into actionable recommendations. Experience with Power BI preferred. • Excellent project management skills with the ability to handle multiple initiatives and prioritize effectively. • Strong communication skills, with the ability to present data and insights to both technical and non-technical stakeholders. • Knowledge of customer success best practices and key metrics, including customer health scores, churn rates, and product adoption.

🏖️ 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 (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable). • 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