Customer Success Manager II

Forrester Research•Cambridge, MA

19h•Remote

About The Position

As a member of Forrester’s customer success organization, you are responsible for the engagement value delivered to Forrester’s largest clients. The Customer Success Manager II will orchestrate the customer journey through proactive engagement strategies. You will guide Forrester’s 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.

Requirements

Three to five years of experience 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.
The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results.
Relevant business experience demonstrating a commercial mindset and an understanding of selling moments.
Relevant industry experience working in a B2B setting and a familiarity with the typical challenges faced by clients in leading change.
Successful navigation of business processes.
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 a proficiency with technology.
Demonstrates comfort with AI tools and proactively drives AI adoption with customers to enhance value realization.

Responsibilities

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; 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. Meet 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.