Customer Success Manager II

About This Role

As a member of Forrester’s customer success organization, the Customer Success Manager II is responsible for delivering value to Forrester’s largest clients and driving proactive engagement strategies throughout the customer journey.

• Strengthen post‑sale relationship health by deeply embedding into accounts to drive high engagement.
• Act as a client advocate to ensure strong renewal rates and higher enrichment by mapping clients’ business initiatives to Forrester’s portfolio of products and services.
• Create, execute, and deliver a comprehensive client engagement strategy, including services, check‑ins, onboarding, partnership reviews, and other value‑added services as agreed in the engagement plan.
• Align with the client executive on account strategy and meet regularly to discuss account health, value capture, and emerging enrichment opportunities.
• Leverage the customer success specialist to maximize impact on client engagement while efficiently servicing the account.
• Collaborate with product, research, and consulting partners to ensure quality and timely delivery of purchased products or services, meeting success measures and maximizing value.

• Three to five years of experience in solution‑oriented client engagement, handling complex internal and external business challenges, and achieving high client retention.
• Proven project management skills with multiple stakeholders and systems, often on a global scale, meeting tight timelines and resource constraints.
• Experience building senior‑level business relationships and facilitating conversations at all organizational levels, including the C‑suite.
• Ability to thrive in a high‑energy, fast‑paced environment while collaborating across divisions to deliver strong results.
• Commercial mindset with a clear understanding of selling moments and a familiarity with the challenges faced by B2B clients in leading change.
• Strong organizational skills and proficiency in leveraging internal systems, business processes, and digital tools to obtain client advocacy and business outcomes.
• Excellent storytelling, verbal and written communication, and social interaction skills.
• Comfort with AI tools and proactive promotion of AI adoption with customers to enhance value realization.

Base salary range: $74,000 - $120,000. (Inclusive of all applicable US geographies.)

Forrester Research, Inc. is an Equal Employment Opportunity Employer. The company encourages veterans and individuals with disabilities to apply. If you would like to discuss a reasonable accommodation, please reach out to accom