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About This Role:
We are looking for a customer success professional who can assist us in growing our existing account base in the US public sector market with experience at the Federal level preferred. As a member of Forrester’s digital customer success organization, the Senior Digital Engagement Manager is responsible for the value delivered to Forrester’s largest clients. The successful candidate will orchestrate the customer journey through proactive engagement strategies. This individual will onboard Forrester’s clients and ensure their adoption and ongoing engagement with digital products, while driving great value in their partnership with Forrester. Monitoring the health of customer relationships, this role will predict and navigate customer challenges, offering solutions that drive satisfaction, retention, and lead to additional enrichment opportunities.
Job Description:
Strengthens the client relationship health postsale by deeply embedding themselves in their accounts to drive high engagement and serve as a client advocate which will drive strong renewal rates and generate additional enrichment opportunities.
Creates and executes a hybrid digital engagement strategy, informed by mission needs. In addition to digital motions, this includes the execution of scaled onboarding, office hours, support webinars, on-site product demonstrations, and delivery of other value-added services (e.g., custom campaigns) — based on the mutually agreed upon engagement plan with the client.
Monitors adoption and engagement metrics and ensure high client satisfaction.
Aligns with client executives on the account strategy, and maintains regular contact to discuss account health, value capture, engagement levels, and to share potential new enrichment opportunities.
Partners with other members of the digital customer success team to identify and improve opportunities for client engagement and value delivered.
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.
Ensures compliance with federal regulations, including security and privacy standards.
Job Requirements:
Proven track record of more than seven years 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).
Experience in project management balancing the needs of multiple stakeholders and working to tight timelines with resource constraints.
Proven track record working with government or defense clients.
Excellent communication, leadership, and stakeholder management skills.
Military service experience or deep familiarity with DoD culture
Expertise in working in a high-energy, fast-paced environment and collaborating with other functions to achieve results as a high performing, interdependent team.
Relevant business experience demonstrating a commercial mindset and an understanding of selling moments.
Demonstrated a high degree of organization and proficiency leveraging internal systems.
Willingness to travel up to 30% to client sites, including secure government facilities.
US Citizenship is required as this role is working with a US Government client.
The application deadline is November 30, 2025. Please refer to the job posting on Forrester.com careers page if the deadline has been extended.
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: $96,000 - $156,000
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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Here 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.
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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
