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About This Role:
As a member of Forrester’s Customer Success organization, you are responsible for the value delivered to Forrester’s largest clients. As a Customer Success Manager, you will orchestrate the customer journey through proactive engagement strategies. You will guide Forrester’s premier user clients to their desired outcomes, while driving great value in their partnership with Forrester. Monitoring the health of customer relationships you will predict and navigate customer challenges, offering solutions that drive satisfaction, retention and lead to additional enrichment opportunities.
Job Description:
- Strengthens the premier client relationship health post-sale by deeply embedding themselves in their accounts to drive high engagement and serve as a client advocate which will drive strong renewal rates and higher wallet share, and generate additional enrichment opportunities.
- Creates and executes a premier client engagement strategy, informed by the Client Executive’s overall account strategy. This includes the execution of inquiry, briefings, and advisory services, formal and informal check-ins, on-boarding, partnership reviews, and delivery of other value added services e.g., research, client activity/usage reports, custom campaigns - based on the mutually agreed upon engagement plan with the client.
- Aligns with Client Executives on the account strategy, and maintains regular contact to discuss premier account health, value capture, engagement levels, and to share potential new enrichment opportunities.
- Leverages the support of the Customer Success Specialist to ensure largest impact on client engagement and value delivered while efficiently servicing the account.
- Orchestrates the quality and timely delivery of products or services purchased by working with the relevant ecosystem partners in Product, Research, or Consulting, to ensure the client success measures are met and value gained from Forrester is maximized.
Job Requirements:
- Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service e.g., within a professional services organization (5-8years).
- Experience in project management balancing the needs of multiple stakeholders and working to tight timelines with resource constraints (3-5years).
- Experience of successfully building senior level business relationships and facilitating conversations at all levels, including the C-suite.
- Working in a high energy, fast paced environment and collaborating with other functions to achieve results as a high performing, inter-dependent team.
- Relevant business experience demonstrating a commercial mind-set and an understanding of selling moments.
- Relevant industry experience working B2B and familiar with the typical challenges faced by premier clients in leading change and implementing new initiatives.
- Successful navigation of business processes
- Demonstrated a high degree of organization and proficiency leveraging internal systems.
Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidate’s primary work location, experience, training, education, and credentials.
Base salary range: $74,000 - $120,000
Eligibility for US Security Clearance: This position may require the candidate to be eligible for a U.S. Government Top Secret security clearance with eligibility for access to sensitive information. Candidates must either currently hold an active Top Secret clearance or be able to obtain and maintain one in accordance with U.S. government security requirements. Preference will be given to candidates with an active Top Secret clearance or who are able to receive interim approval while their application is pending with the US government. Candidates will be subject to a comprehensive background investigation conducted by the US government. Current US government criteria requires US citizenship and drug testing (inclusive of marijuana) for Top Secret security clearance. The US government may apply more stringent criteria for interim Top Secret approval.
We’re a network of knowledge and experience leading to richer, fuller careers. Here, we’re always learning. Whether you want to hone your strengths or discover new ones, Forrester is the place to go for it. It’s a place where everyone is given the tools, support, and runway they need to go far. We’ll be right there beside you, every step of the way.
Let’s be bold, together.
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FLSA Status:
ExemptHere at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester’s recruitment process. If you would like to discuss a reasonable accommodation, please reach out to [email protected].
Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.
Benefits at a Glance
Benefits at a Glance - Cambridge
Skills Required
- 5-8 years client-facing experience in professional services driving engagement, retention, and handling difficult situations.
- 3-5 years project management experience balancing multiple stakeholders, tight timelines, and resource constraints.
- Proven ability to build and maintain senior-level business relationships, including C-suite engagement.
- Experience working B2B with premier clients and familiarity with challenges implementing change and new initiatives.
- Commercial mindset with understanding of selling moments and identifying enrichment opportunities.
- Strong organizational skills and demonstrated proficiency leveraging internal systems.
- Ability to work in a high-energy, fast-paced environment and collaborate cross-functionally.
- Successful navigation of business processes and delivering value-added services (onboarding, briefings, advisory services).
- Ability to support and align with Client Executives on account strategy and engagement planning.
- Must currently hold an active Top Secret clearance or be able to obtain and maintain one (US citizenship required).
What We Do
Forrester is one of the most influential research and advisory firms in the world. We help business and technology leaders use customer obsession to accelerate growth by putting their customers at the center of their leadership, strategy, and operations. Through Forrester’s proprietary research, consulting, and events, leaders from around the globe are empowered to be bold at work — to navigate change and chart new paths. Our unique insights are grounded in annual surveys of more than 675,000 consumers, business leaders, and technology leaders worldwide; rigorous and objective methodologies, including Forrester Wave™ evaluations; over 52 million real-time feedback votes; and the shared wisdom of our clients
