Customer Success Manager II

About the role

The Customer Success Manager II plays a crucial role in ensuring high engagement and value delivery to Forrester's largest clients. They orchestrate the customer journey through proactive engagement strategies, guiding clients towards their desired outcomes and enhancing their partnership with Forrester.

Responsibilities

• Deeply embed in client accounts to drive high engagement and strengthen relationship health post-sale.
• Act as a client advocate, focusing on strong renewal rates and higher enrichment by aligning with the client’s business initiatives and Forrester’s portfolio of products and services.
• Create, execute, and deliver a strong client engagement strategy, including services provided to the client, formal and informal client check-ins, onboarding, partnership reviews, and other value-added services based on the engagement plan.
• Align with the client executive on the account strategy and meet regularly to discuss account health, value capture, and engagement levels, sharing potential new enrichment opportunities.
• Work closely with the customer success specialist to ensure the largest impact on client engagement and value delivered, efficiently servicing the account.
• Leverage support from relevant ecosystem partners in the product, research, and/or consulting organizations to ensure client success measures are met and value is maximized.

Requirements

• Three to five years of experience driving successful solution-oriented client engagement, handling difficult internal and external business challenges, and delivering exceptional client service resulting in high client retention.
• Experience in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.
• Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.
• The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results.
• A relevant business experience demonstrating a commercial mindset and an understanding of selling moments.
• Relevant industry experience working in a B2B setting and a familiarity with the typical challenges faced by clients in leading change.
• Successful navigation of business processes, a high degree of organization, and proficiency leveraging internal systems.
• A strong storytelling ability, verbal and written communication skills, and proficiency with technology.
• Proactive navigation of business systems and processes to obtain high client advocacy and business results.
• Comfort with AI tools and a willingness to drive AI adoption with customers to enhance value realization.

Pay

The base salary range for this role is $74,000 - $120,000, depending on the successful candidate’s primary work location, experience, training, education, and credentials.