Customer Success Manager II

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 II will be responsible for the engagement value delivered to Forrester’s clients. This individual will orchestrate the customer journey through proactive engagement strategies. The successful candidate will guide Forrester’s emerging and midsize technology clients to their desired outcomes, while identifying, documenting, and telling the story of the value they realize through their partnership with Forrester. Monitoring the health of customer relationships, the Customer Success Manager II will predict and navigate customer 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 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 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, executive business 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. Meet regularly to discuss account health, progress toward outcomes and engagement levels, and 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.

Job Requirements:

• Three to five years’ 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, sometimes globally, 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.

• 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 B2B clients in leading change.

• The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results.

• A high degree of organization and proficiency leveraging internal systems.

• Successful navigation of business systems and processes to obtain high client advocacy and business results.

• Strong storytelling abilities, verbal and written communication, and social interactions, and proficiency with technology.

Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidate’s primary work location, experience, training, education, and credentials.
Base salary range: $67,000 - $120,000
For employees based in Washington State, the percentage listed here is an estimated bonus target as a percentage of base salary, in accordance with the Forrester Employee Bonus plan. Individual and company performance, as well as other eligibility criteria, will determine the actual incentive amount.
Bonus target: 15%
For information on benefits, please visit: https://forresterbenefits.com/

The application deadline is May 31, 2025.  Please refer to the job posting on Forrester.com careers page if the deadline has been extended

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FLSA Status:

Exempt

Here at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester’s recruitment process. If you would like to discuss a reasonable accommodation, please reach out to [email protected]. 

Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.

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