Customer Success Systems and Data Analyst - Gainsight

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.

• Gainsight Administration
• Manage and optimize Gainsight to ensure accurate tracking of customer health scores, engagement metrics, and overall satisfaction.
• Create, update, and manage reports and dashboards to provide real-time insights into customer success performance.
• Implement and refine automated workflows within Gainsight to scale efforts while ensuring a high level of personalization in customer interactions.

• Data and Analytics
• Use data analytics to track customer behavior, product usage, and engagement to inform customer success strategies.
• Build and maintain KPI and metric tracking systems to measure the success of customer success initiatives, with a focus on customer retention, product adoption, and satisfaction.
• Collaborate with internal teams to analyze data trends and create actionable insights for continuous process improvement.

• Customer Success Project Management
• Coordinate and manage ongoing customer success projects, ensuring that they are executed on time and meet key performance metrics.
• Support the creation and implementation of strategic initiatives aimed at improving the customer experience and driving long-term customer satisfaction.
• Collaborate with cross-functional teams, including Customer Success, Sales, Marketing, and Product, to align project goals and timelines.

• KPI and Metrics Tracking
• Develop and maintain a comprehensive set of KPIs to track the effectiveness of customer success efforts across the customer lifecycle.
• Provide regular reports and updates to leadership on customer success metrics and insights.
• Support the identification and implementation of improvements based on metric trends and data analysis.

• Process Improvement and Automation
• Identify opportunities for process optimization and work with the team to implement solutions that improve operational efficiency.
• Support the automation of key customer success processes, ensuring scalability while maintaining high-touch customer care.

• 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.

• We’re looking for candidates that can provide examples of how they demonstrated Magnet CODE in their previous experiences.

• CARE -We care about each other and our mission to make a difference in the world.
• OWN -We are accountable for or results – while never forgetting to act with integrity, empathy, and respect.
• DEDICATE -We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
• EVOLVE -We are constantly innovating and exploring new ways to work together to make an impact with our work.

• 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 

Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.

Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact aoda@magnetforensics.com should you require any accommodations.

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.

US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.