Customer Success Manager III

At Forrester, we’re trusted to work on trailblazing, mission-critical problems that business and technology leaders face today. That’s why we’re always looking to empower talented individuals to perform at their best every single day. We’re proud of our community of smart people and vibrant voices who come together to do what’s right by our clients and each other. Our success is driven by curiosity, courage, and customer obsession.

About the 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.

Responsibilities

• Strengthens premier client relationship health post-sale by deeply embedding in their accounts to drive high engagement and serve as a client advocate, which will drive strong renewal rates, 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 the 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 relevant ecosystem partners in Product, Research, or Consulting to ensure client success measures are met and value gained from Forrester is maximized.

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, 5-8 years).
• Experience in project management, balancing the needs of multiple stakeholders and working to tight timelines with resource constraints (3-5 years).
• Experience successfully building senior-level business relationships and facilitating conversations at all levels, including the C-suite.
• Ability to work in a high-energy, fast-paced environment and collaborate 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.
• Relevant industry experience working B2B and familiarity with the typical challenges faced by premier clients in leading change and implementing new initiatives.
• Demonstrated high degree of organization and proficiency leveraging internal systems.

Qualifications

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 require 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.

Pay

Base salary range: $74,000 - $120,000. The offered compensation may vary within this range and is dependent upon the successful candidate’s primary work location, experience, training, education, and credentials.

Benefits

At Forrester, we welcome people from all backgrounds and perspectives. We provide tools, support, and runway for professional growth. Explore #ForresterLife on Instagram, LinkedIn, and Glassdoor to learn more about our culture and benefits.