Forrester
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at Forrester. Skills: customer success, client engagement, client relationship management, account management. Engagement value delivered to Forrester clients.. Orchestrate the customer journey through proactive engagement strategies.”
Industry & Context.
solution-oriented client engagement; handling difficult internal and external business challenges; predict and navigate through challenges; offer solutions
What They're Looking For.
Must Have
Experience in 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, 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., Successful navigation of business systems and processes to obtain high client advocacy and business results., Relevant business experience in demonstrating a commercial mindset and an understanding of selling moments., Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients in leading change., The ability to work in a high-energy, fast-paced environment and collaborate with other divisions to achieve results., A high degree of organization and proficiency in leveraging internal systems., storytelling, verbal and written communication, and social skills., Technology proficiency.
What You'll Do.
Engagement value delivered to Forrester clients.
Orchestrate the customer journey through proactive engagement strategies.
Guide clients to their desired outcomes.
Drive great value in their partnership with Forrester.
Monitor the health of customer relationships.
Predict and navigate through challenges.
Offer solutions that drive satisfaction
and additional enrichment opportunities.
Strengthen the client’s relationship health post sale by deeply embedding in the accounts to drive high engagement.
Serve as a client advocate and drive renewal rates and higher enrichment by understanding the client’s business initiatives and mapping to Forrester’s portfolio of products and services.
and deliver a client engagement strategy informed by the client executive’s overall account strategy.
Execute services provided to the client
formal and informal client meetings
and the delivery of other value-added services based on the mutually agreed engagement plan with the client.
Align with the client executive on the account meet regularly to discuss account health
and engagement levels and to share potential new enrichment opportunities.
Leverage support of the customer success specialist to ensure the largest impact on client engagement and value delivered while efficiently servicing the account.
Orchestrate the quality and timely delivery of products or services purchased by working with the relevant ecosystem partners in the product
and/or consulting organizations to ensure that client success measures are met and value is maximized.
How You'll Work.
Team & Collaboration
Collaborate with other divisions to achieve results.; Align with the client executive on the account meet regularly.; Leverage support of the customer success specialist.; Work with the relevant ecosystem partners in the product, research, and/or consulting organizations.
Communication Scope
verbal and written communication
Process & Methodology
managing projects with multiple stakeholders and systems, working within tight project and client timelines with resource constraints
Full Job Description
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. The confidence and drive to be bold at work. Join us and build an extraordinary future. **About This Role:** As a member of Forrester’s customer success organization, the Customer Success Manager I will be responsible for the engagement value delivered to Forrester clients. The successful candidate will orchestrate the customer journey through proactive engagement strategies and guide clients to their desired outcomes, while driving great value in their partnership with Forrester. By monitoring the health of customer relationships, this individual will also predict and navigate through challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities. **Job Description:** * Strengthen the client’s relationship health post sale by deeply embedding in the accounts to drive high engagement. * Serve as a client advocate and drive strong renewal rates and higher enrichment by understanding the client’s business initiatives and mapping to Forrester’s portfolio of products and services. * Create, execute, and deliver a strong client engagement strategy informed by the client executive’s overall account strategy. This includes the execution of services provided to the client, formal and informal client meetings, onboarding, partnership reviews, and the delivery of other value-added services based on the mutually agreed engagement plan with the client. * Align with the client executive on the account strategy; meet regularly to discuss account health, value capture, and engagement levels and to share potenti
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