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Forrester Customer Success Manager, I in Cambridge, Massachusetts

Our job is to be bold at work.

It starts with an insatiable curiosity about clients, colleagues, and the future. At Forrester, we believe curiosity powers progress. Forresterites bring a diversity of opinions and the courage of their convictions to collaborate on the ideas and initiatives that change the course of business. As a trusted advisor to the most influential companies in the world, we live at the nexus of what’s next.

About This Role:

The Customer Success Manager delivers engagement and orchestrates the customer journey through proactive strategies. This includes monitoring the health of customer relationships; predicting and navigating customer challenges; and offering solutions that drive satisfaction, retention, and enrichment. You will guide Forrester’s premier vendor clients to their desired outcomes, while driving great value in their partnership with Forrester.

  • Strengthen the premier vendor client’s relationship health post-sale by driving high engagement to their accounts. 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 premier vendor 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.

  • Two to four years’ success in solution-oriented client engagement; handling difficult internal and external business challenges; and delivering exceptional client service resulting in high client retention.

  • Excellence in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.

  • History of building senior-level business relationships and facilitating conversations at all levels, including the C-suite.

  • 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 premier vendor clients in leading change.

  • Success in navigating business processes to achieve high client advocacy and business results.

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

  • The ability to work and collaborate in a fast-paced environment.

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

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Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

Posting Title: Customer Success Manager, I

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