Customer Success Manager

Description:

Forrester, a leader in providing business and technology insights, is seeking a Customer Success Manager to join their customer success organization. This role is critical in driving value for Forrester’s largest clients through proactive engagement strategies, ensuring clients achieve desired outcomes, and increasing satisfaction, retention, and growth opportunities.

Key Responsibilities:

• Strengthen post-sale client relationships by embedding deeply within accounts to drive engagement.

• Act as a client advocate to ensure strong renewal rates and discover enrichment opportunities by understanding client business initiatives aligned with Forrester’s products and services.

• Develop and execute client engagement strategies including onboarding, partnership reviews, and value-added services based on agreed plans.

• Collaborate regularly with client executives on account strategy, health, and opportunities.

• Work with customer success specialists and ecosystem partners (product, research, consulting) to ensure timely, high-quality delivery of purchased products/services.

• Monitor account health and ensure client success measures and value maximization.

Required Skills and Experience:

• Proven success in client engagement, managing complex challenges, and delivering exceptional service resulting in high client retention.

• Experience managing projects with multiple stakeholders across geographies under tight timelines and resource constraints.

• Ability to build and manage senior-level business relationships including C-suite interactions.

• Commercial mindset with understanding of sales dynamics and client challenges in change management.

• Ability to thrive in a fast-paced, high-energy environment with strong collaboration skills.

• Highly organized and proficient with business and internal systems.

• Strong storytelling, verbal and written communication, and interpersonal skills.

• Technology savvy and comfortable navigating business processes for client advocacy and business results.