Customer Success Manager, I

Job Locations US-MA-Cambridge | US-CT-Norwalk | US-VA-McLean | US-TX-Austin
Customer Success

Job Description

  • Strengthen the premier client’s relationship health post-sale by deeply embedding in the accounts to drive high engagement. Serve as a client advocate driving 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 premier 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 check-ins; onboarding; partnership reviews; and the delivery of other value-added services based on the mutually agreed upon engagement plan with the client.
  • Align with the client executive on the account strategy by meeting them regularly to discuss account health, value capture, 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, research, and/or consulting organizations to ensure that client success measures are met and value is maximized.


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