VP, Customer Success
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About The Position
As Vice President, Customer Success, the successful candidate is responsible for managing aspects of the postsale customer lifecycle focused on improving loyalty, retention, and growth by helping clients derive maximum value from their Forrester relationship. This individual develops and leads the organization's customer success strategy and manages the overall performance of people and process to achieve the highest levels of customer engagement, satisfaction, and retention. The Vice President of Customer Success is a collaborative and innovative leader who will partner with senior leaders across sales, product, consulting, and marketing to ensure strategic and functional alignment. These efforts will accelerate our journey to becoming customer obsessed. The vision, thought leadership, and customer success expertise will focus our global team on a clear destination that the team will execute against with consistent, repeatable practices leveraged across the globe. This individual will bring your proven track record of leading or building a high-performing customer success function to deliver superior results in both the retention and engagement of Forrester's customer base, contributing significantly to Forrester's overall top-line growth. This individual will be an evangelist for the value and impact of this function. This individual will stand up an efficient and integrated operation through the development and design of new processes, technology, and tools that allow our clients to experience the full value of Forrester's products and services.
