The Digital Program Manager will create impactful content, manage digital engagement, lead customer community initiatives, and collaborate with various teams to enhance customer success.
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 thousands of customers globally, 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. 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!
Your Role:
As a Digital Customer Success Content Manager, you will be instrumental in crafting impactful, relevant, and timely content that enhances the digital experience for our customers. This role focuses on developing and managing digital content across the customer journey—from onboarding to advocacy—while tailoring communications to specific customer personas, products, and use cases. Reporting to the Customer Success Operations Manager, you will support product adoption and customer satisfaction through targeted email journeys, educational content, and self-serve resources. You will also lead the launch and growth of our online Customer Community, creating a vibrant digital space where customers can engage, learn, and share best practices.
What You Will Accomplish:
Email & Content Strategy:
- Develop engaging, product-specific email journeys for key stages in the customer lifecycle (onboarding, feature adoption, renewal, etc.);
- Collaborate with Product, Marketing, and Customer Success teams to ensure alignment of content with business goals and product releases;
- Write and curate content that educates and empowers customers, including tutorials, guides, use case spotlights, and feature updates.
Persona-Based Content Development:
- Tailor messaging for specific customer personas and industries, ensuring content relevance and clarity;
- Create OKRs (Objectives and Key Results);
- Leverage data insights to optimize content performance and engagement across segments.
Customer Community Development:
- Lead the strategy and implementation of Magnet Forensics' online Customer Community;
- Moderate discussions, initiate meaningful conversations, and curate valuable resources to drive peer-to-peer engagement;
- Plan and execute campaigns, webinars, and events to increase community participation and value.
Product & Feature Update Communications:
- Own the creation and distribution of digital content tied to product enhancements, feature releases, and roadmap announcements;
- Ensure customers are kept informed and prepared to leverage new capabilities.
Cross-Functional Collaboration:
- Identify success stories and improve the strategy for marketing them to the company;
- Work closely with the Enablement team to develop high-quality resources such as product documentation, how-to guides, and customer-facing videos;
- Partner with internal stakeholders to align messaging, ensure accuracy, and surface customer feedback from digital channels;
- Maintain a content calendar and project plan to support ongoing and upcoming initiatives.
What We Are Looking For:
- We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have ‘been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us.
There are a few must-haves, but we will keep that list short:
- 5+ years in content creation, digital engagement, or customer success roles, preferably in a SaaS environment;
- Exceptional writing and editing skills with the ability to translate complex ideas into clear, actionable content;
- Experience managing or launching online communities or forums;
- Strong understanding of customer lifecycle communication and digital engagement strategies;
- Familiarity with customer success platforms such as Gainsight, HubSpot, or similar tools;
- Ability to work independently, prioritize multiple initiatives, and thrive in a fast-paced, collaborative environment.
The Most Important Thing:
- We’re looking for candidates that can provide examples of how they have 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 our 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.
Compensation & 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)
Compensation Range:
- MIN: $76,300 - MID: $109,000 - MAX: $130,800 CAD
- MIN: $91,000 - MID: $130,000 - MAX: $156,000 USD
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 [email protected] 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.
Top Skills
Gainsight
Hubspot
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