• Act as a trusted advisor, aligning our solutions with the client’s evolving eCommerce business needs to drive sustainable and profitable growth. • Build and nurture strong, long-term relationships with key decision-makers and stakeholders. • Develop a deep understanding of the client’s industry, business, and strategic priorities that drive eCommerce growth. • Conduct regular strategic business reviews (QBRs) to showcase ROI, discuss business goals, and uncover growth opportunities. • Identify and capitalize on upsell, cross-sell, and expansion opportunities within existing accounts. • Partner with Sales to develop account growth strategies and effectively manage a robust pipeline of incremental revenue opportunities. • Partner with clients to achieve specific financial targets related to the growth of their Dropship, Marketplace, and overall eCommerce programs. • Proactively monitor customer health, identify risks, and create mitigation strategies. • Proactively manage client renewals and collaborate with ecosystem partners to ensure client health is closely monitored and stakeholders are engaged. • Drive adoption of platform features and new solutions to maximize business value and drive results. • Facilitate training and enablement of the platform as needed to maximize product usage and expand client programs. • Leverage data analysis and customer insights to recommend strategies that drive growth and operational efficiency. • Act as an industry expert sharing key industry trends, benchmarks, and best practices to position Logicbroker as a strategic partner. • Partner with Sales, Marketing, and Product teams to share customer feedback and align on growth strategies. • Maintain accurate account information within account plans and CRM systems to report on client health, opportunities, and risks. • Provide regular updates on revenue forecasts, expansion opportunities, and churn risks.

Role Description Magnet Forensics is seeking a technically focused Customer Success Escalation Lead - Onboarding to support new and expanding customers during the critical early stages of their journey with Magnet Review, a SaaS-based collaborative review tool for digital evidence. This role is responsible for delivering high-quality onboarding, initial deployment, and early-stage adoption to ensure customers achieve early value and confidence with Magnet Review. The mission of the Customer Success Escalation Lead – Onboarding is to accelerate customer time-to-value, reduce early adoption risk, and establish a strong technical foundation that supports long-term customer success. What You'll Do - Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation, often on-site. - Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products. - Support customers by collaboratively drafting tailored SOPs for their bespoke workflows. - Support customers during the critical post-purchase phase to accelerate time-to-value and adoption. - Serve as a technical onboarding resource for Customer Success Managers and customers, providing guidance on product functionality, workflows, and best practices. - Deliver product walkthroughs, onboarding sessions, and targeted technical demonstrations tailored to customer environments. - Translate technical concepts clearly for both technical and non-technical customer audiences. - Maintain strong working knowledge of Magnet’s product portfolio and common customer use cases. - Partner closely with Customer Success Managers to align onboarding activities with customer goals and success plans. - Collaborate with Support and the Customer Success Escalation Lead to ensure a smooth handoff when technical issues fall outside onboarding scope. - Work with Support, QA, and internal teams to ensure a seamless transition from deployment to post-deployment usage. - Identify and surface early adoption challenges, risks, or gaps to CSMs and the Customer Success Escalation Lead for proactive resolution. - Capture customer feedback during onboarding and early adoption and share insights with internal teams to improve processes and customer experience. - Assist in creating and maintaining onboarding documentation, internal playbooks, and enablement materials for the Customer Success team. - Support training efforts for Customer Success Managers related to onboarding workflows, product updates, and early-stage customer challenges. Qualifications - College or University Degree or Diploma in Criminal Justice, Engineering, IT, Computer Science, or equivalent practical experience. - 3–5 years of experience working with computer, mobile, and cloud-based software solutions in technical or investigative environments. - Hands-on experience with digital forensics tools such as AXIOM, FTK, EnCase, XRY, GrayKey, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies. - Strong understanding of digital forensics workflow, artifact categories, and industry challenges. - Experience supporting or assisting with deployments of forensic or investigative tools in customer environments. - Strong written and verbal communication skills, with the ability to clearly explain technical concepts. - Highly collaborative, customer-focused, and comfortable working as part of a broader Customer Success organization. - Ability to manage multiple onboarding engagements simultaneously. - Self-driven with the ability to work independently while understanding when to escalate issues. - Experience supporting multimedia investigations is a plus. - Exposure to private-sector incident response workflows or corporate investigations is desirable. - Multilingual capabilities are an asset but not required. - Experience working in Salesforce, Gainsight, or similar customer success platforms is a plus. - Industry-recognized certifications are preferred, including: - DFIR: MCFE, MCGE/MCVK, CFCE (IACIS) - IT: CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA - May be required to work flexible hours to support customer onboarding needs. - Willingness to travel up to 50%. Benefits - Generous time off policies - Competitive compensation - Volunteer opportunities - Reward and recognition programs - Employee committees & resource groups - Healthcare and retirement benefits

• A proactive customer success mindset – we go to the customer! • Drive adoption, retention, and expansion for your client base • Lead successful implementation and onboarding for our new clients • Build and enhance executive relationships within our client base • Train and educate Govly users (various roles and levels) • Share your frontline customer experiences back into the heart of our business • Bring an “all hands on deck” scrappiness and hunger + drive to build a truly special team and company

• Own the post-sale relationship with a portfolio of CoreBridge customers • Lead onboarding and implementation in close collaboration with our training and support teams • Help customers achieve measurable results with CoreBridge and ensure goals are aligned • Proactively monitor account health and engagement using tools and dashboards • Respond to customer questions and needs in a timely professional way • Collaborate with Support, Product, and Engineering to solve complex customer issues • Identify churn risks, upsell opportunities, and ways to drive long-term value • Recommend creative solutions, often using AI tools or process changes, to improve customer outcomes • Document customer feedback and contribute to improvements across the platform