Customer Success Escalation Lead – EMEA/APAC

As a Customer Success Escalation Lead you will be the key technical advisor, product advocate, escalations manager, and onboarding engineer for our Customer Success Management team. You will collaborate closely with Customer Success Managers to understand and address customer adoption requirements, ensuring a seamless onboarding experience. Your expertise in digital forensics and investigations will be crucial in advancing the Customer Success adoption cycle and ensuring both short and long-term success for our clients. Serve as the product and industry expert for the Customer Success Management team. Perform onboarding activities, guiding customers through their adoption journey. Advocate for customer needs and feedback within the organization to drive continuous product improvement and foster greater levels of product adoption. You will serve as the escalation liaison between the CSM team and Technical Support, clearly communicating expectations, and conducting regular meetings to resolve issues. Detect early warning signs of negative customer interactions and collaborate with the CSM team and support management to ensure proactive engagement and resolution. Contribute to Magnet's User Communities to foster community interaction, improve customer experience, and share best practices. Draft and maintain internal enablement resources to equip the CSM team with simple, effective, and relevant talking points as our product line continues to evolve and improve.