Sr. Digital Engagement Manager

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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 n us and build an extraordinary future.

We are looking for a customer success professional who can assist us in growing our existing account base in the US public sector market with experience at the Federal level preferred. As a member of Forrester’s digital customer success organization, the Senior Digital Engagement Manager is responsible for the value delivered to Forrester’s largest clients. The successful candidate will orchestrate the customer journey through proactive engagement strategies.

This individual will onboard Forrester’s clients and ensure their adoption and ongoing engagement with digital products, while driving great value in their partnership with Forrester. Monitoring the health of customer relationships, this role will predict and navigate customer challenges, offering solutions that drive satisfaction, retention, and lead to additional enrichment opportunities.

• Strengthen the client relationship health post‑sale by deeply embedding themselves in their accounts to drive high engagement and serve as a client advocate, which will drive strong renewal rates and generate additional enrichment opportunities.
• Create and execute a hybrid digital engagement strategy, informed by mission needs. In addition to digital motions, this includes the execution of scaled onboarding, office hours, support webinars, on‑site product demonstrations, and delivery of other value‑added services (e.g., custom campaigns) — based on the mutually agreed upon engagement plan with the client.
• Monitor adoption and engagement metrics and ensure high client satisfaction.
• Align with client executives on the account strategy, and maintain regular contact to discuss account health, value capture, engagement levels, and share potential new enrichment opportunities.
• Partner with other members of the digital customer success team to identify and improve opportunities for client engagement and value delivered.
• Orchestrate the quality and timely delivery of products or services purchased by working with the relevant ecosystem partners in product, research, or consulting, to ensure the client success measures are met and value gained from Forrester is maximized.
• Ensure compliance with federal regulations, including security and privacy standards.

• Proven track record of more than seven years in a client‑facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service (e.g., within a professional services organization).
• Experience in project management balancing the needs of multiple stakeholders and working to tight timelines with resource constraints.
• Proven track record working with government or defense clients.
• Excellent communication, leadership, and stakeholder management skills.
• Military service experience or deep familiarity with DoD culture.
• Expertise in working in a high‑energy, fast‑paced environment and collaborating with other functions to achieve results as a high‑performing, interdependent team.
• Relevant business experience demonstrating a commercial mindset and an understanding of selling moments.
• Demonstrated a high degree of organization and proficiency leveraging internal systems.
• Willingness to travel up to 30% to client sites, including secure government facilities.
• US Citizenship is required as this role is working with a US Government client.

Final date to receive applications is December 31, 2025. Please refer to the job posting on  careers page if the deadline has been extended.

Base salary range: $96,000 – $156,000

We’re a network of knowledge and experience leading to richer, fuller careers. Here, we’re always learning. Whether you want to hone your strengths or discover new ones, Forrester is the place to go for it. It’s a place where everyone is given the tools, support, and runway they need to go far. We’ll be right there beside you, every step of the way.

Let’s be bold, together.

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