Customer Success Manager

Job Locations US-MA-Cambridge


Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you’ll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.


About This Role:

As a member of Forrester’s customer success organization, you are responsible for the value delivered to Forrester’s largest clients. The Customer Success Manager 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 and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.


  • Strengthen premier clients’ relationship health postsale by deeply embedding yourself in their accounts to drive high engagement. Serve as a client advocate who will drive strong renewal rates and higher wallet share, and generate additional enrichment opportunities.
  • Create and execute 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; onboarding; partnership reviews; and delivery of other value-added services (e.g., research, client activity/usage reports, and custom campaigns) based on the mutually agreed-upon engagement plan with the client.
  • Align with client executives on the account strategy, and maintain regular contact to discuss premier account health, value capture, and engagement levels — and to share potential new enrichment opportunities.
  • Leverage the 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, research, or consulting organizations to ensure that client success measures are met and that their value gained from Forrester is maximized.


  • Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service — for example, within a professional services organization (five to eight years).
  • Experience in project management, balancing the needs of multiple stakeholders and working under tight timelines with resource constraints (three to five years).
  • Experience successfully building 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 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 in a B2B setting; familiarity with the typical challenges faced by premier clients in leading change and implementing new initiatives.
  • Successful navigation of business processes.
  • Demonstrated high degree of organization and proficiency leveraging internal systems.


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Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.



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