Customer Success Manager

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

We are seeking a dynamic and strategic Customer Success Manager (CSM) to act as the primary relationship owner for our client, the Australian Bureau of Statistics (ABS). This is a fully dedicated role, responsible for driving alignment between ABS's goals and Forsta’s solutions, maximizing value delivery, and ensuring sustained adoption across ABS’s stakeholders.

As a trusted partner to ABS, you will coordinate cross-functional efforts across product, support, cloud operations, and services. You will lead strategic planning, facilitate stakeholder engagement, manage escalations, and serve as the voice of the customer within Forsta. This role is key to simplifying complex initiatives, maintaining continuity, and ensuring the long-term health of the Forsta–ABS relationship.

Key Responsibilities

Strategic Partnership & Account Ownership

• Serve as the main point of contact and strategic advisor for ABS.
• Lead Quarterly Business Reviews and track progress toward ROI and solution effectiveness.
• Document and communicate best practices, lessons learned, and tailored success plans.

Operational Excellence & Governance

• Coordinate migrations, system upgrades, deployments, and scheduled maintenance with minimal impact to ABS.
• Maintain alignment on technical and business timelines across teams.
• Ensure governance frameworks and change management processes are in place to support successful adoption.

Stakeholder Enablement & Training

• Curate training materials and drive stakeholder learning to ensure adoption of Forsta tools and functionality.
• Share updates on new product features and capabilities, and recommend ways to leverage them for business impact.
• Co-develop adoption strategies with ABS to embed Forsta technology into day-to-day operations.

Escalation Management & Cross-Functional Coordination

• Act as the first point of contact in escalations, managing communication and coordinating resolution across internal teams.
• Work with Forsta’s global departments including GRC, Security, Legal, and Product to ensure delivery of contractual and compliance obligations.

Product Advocacy & Feedback Loop

• Capture client insights and translate them into actionable feedback to improve Forsta’s platform, services, and support models.
• Influence the product roadmap by advocating for ABS’s evolving needs.

Usage Monitoring & Risk Mitigation

• Provide regular reporting on key health indicators (e.g. support ticket trends, performance data, product usage metrics).
• Proactively identify risks to service adoption, satisfaction, or engagement and build mitigation plans.

About You

You are a client-first, outcomes-driven relationship manager with deep experience in SaaS and a passion for translating complex solutions into tangible value. You thrive in fast-paced, matrixed environments and are known for your clear communication, technical savvy, and ability to simplify the complex.

You’ll bring:

• 7+ years’ experience in a client-facing role within a SaaS, cloud, or technology company.
• Demonstrated success managing enterprise accounts—experience with government or research clients is highly desirable.
• Strong understanding of cloud-based platforms and ability to communicate technical concepts clearly.
• Outstanding organizational skills and ability to manage multiple priorities.
• Proven ability to work cross-functionally and influence at all levels, including senior leadership.
• A collaborative, proactive, and data-informed approach to client success.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At PG Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/