VP Customer Success

At Forrester were trusted to work on trailblazing mission critical problems that business and technology leaders face today. Thats why were always looking to empower talented individuals to perform at their best every single day. Were proud of our community of smart people and vibrant voices who come together to do whats right by our clients and each other. Our success is driven by curiosity courage and customer obsession. The confidence and drive to be bold at work. Join us and build an extraordinary future.

About This Role:
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 organizations 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 highperforming customer success function to deliver superior results in both the retention and engagement of Forresters customer base contributing significantly to Forresters overall topline 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 Forresters products and services.

Job Description:

• Set the vision for how customer success will drive retention enrichment and advocacy and the path to achieve it.
• Manage a team of highly motivated customerfocused leaders to manage the overall health and care of accounts and develop compensation plans and career paths appropriate to specific functions within the team.
• Create and drive a customerobsessed agile resultsfocused team culture.
• Design communicate maintain and optimize departmental processes to address business needs that ultimately yield an excellent customer experience that aligns to our brand promise of being on our clients side and by their side.
• Deliver consistent business results: Improve client engagement and strengthen renewal rates and enrichment.
• Lead through managers to ensure the ongoing and proactive acquisition development and retention of staff.
• Bring client insight to the broader leadership and executive team for programmatic purposes (product design and delivery marketing and sales strategies).
• Lead as an ambassador for the customer success function and regularly promote the value delivered to clients.
• Share accountability with sales and product leaders to resolve client issues quickly.
• Advance territory and workforce planning for this function which includes capacity modeling specialization and ongoing role definition.
• Present monthly and quarterly reports on performance and customer health.
• Develop and oversee deployment of technologies to provide seamless customer engagement reporting and robust analytics to support customers.
• Build a strong partnership with product and consulting leaders to ensure effective orchestration of the delivery of value for what the client purchased.
• Leverage knowledge of value drivers to design aligned and effective incentives goals and compensation plans in partnership with relevant business leaders.
• Partner with marketing to build a client advocacy program.

Job Requirements:

• Twelveplus years of relevant experience.
• Prior experience in leading and/or building a customer success function.

A proven track record of:

• Building highperforming team by effectively assessing and developing the right talent.
• Serving as a client advocate.
• Designing and managing new processes to improve client heath and retention while driving efficiency.
• Influencing ecosystem partners to ensure a positive and consistent client experience.
• Overseeing multiple complex projects with a focus on technology and process design.
• Establishing and measuring key metrics that focus effort and drive result.
• Balancing a processoriented mindset with agility and resilience for continuous learning and improvement.
• Innovative thinking focused on the customer.
• Budget management (specifically focused on capacity modeling and productivity improvements).
• Clientfacing experience with VP and Clevel clients in the professional services industry.
• Ideally a background that combines sales and postsales experience.

Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidates primary work location experience training education and credentials.

Base salary range: $155000 $281000

For information on benefits please visit: https://forresterbenefits/

The application deadline is May 31 2025. Please refer to the job posting on Forrester careers page if the deadline has been extended

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Here at Forrester we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forresters recruitment process. If you would like to discuss a reasonable accommodation please reach out to .

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

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