• Own executive-level relationships within flagship accounts, including regular engagement with C-suite and senior leadership stakeholders. • 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. • 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. • Provide strategic guidance on product capabilities, integrations, licensing, and best-practice workflows to both technical and non-technical audiences. • 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 flagship 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.