Digital Customer Success Operations Specialist

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About This Role:

As a member of Forresters digital customer success team this individual is responsible for executing digital engagement strategies to help customers achieve their desired outcomes. The ideal candidate is customeroriented with great project management and written communication skills. The primary responsibility of this individual will be to orchestrate customer journeys that not only meet but exceed our clients expectations leveraging a deep understanding of digital marketing tools and data analytics to foster longterm customer success.

Job Description:

Salesforce Marketing Cloud (SFMC):

• Architect and refine customer journeys and automations ensuring a seamless and impactful customer experience from onboarding through to retention.

• Oversee data extensions and audience segmentation employing a strategic approach to manage and utilize customer data effectively.

• Implement and ensure the accuracy of email content personalization and dynamic content logic delivering tailored communications to different customer segments.

• Monitor analyze and report on campaign performance and engagement metrics using insights to continuously optimize digital engagement strategies.

Salesforce Service Cloud:

• Lead initiatives to maintain data hygiene across customer records and related objects ensuring the integrity and accuracy of customer data.

• Collaborate with customer success (CS) and operations teams to ensure critical fields are populated and structured correctly optimizing the use of customer data.

• Facilitate the troubleshooting and optimization of integrations between Service Cloud and Marketing Cloud enhancing data flow and operational efficiency.

Reporting And Insights:

• Develop and maintain dashboards and reports for campaign journey and overall performance metrics providing visibility into the success of digital engagement efforts.

• Work closely with CS leadership to define track and analyze key performance indicators (KPIs) (e.g. engagement onboarding retention) leveraging data to drive strategic decisions.

• Surface actionable insights to improve digital customer touchpoints and operational efficiency fostering a culture of continuous improvement.

Job Requirements:

• At least twoplus years of handson experience with Salesforce Marketing Cloud including proficiency with Journey Builder Email Studio and Automation Studio.

• Familiarity with Salesforce Service Cloud or similar CRM data structures with a strong understanding of data management principles.

• A solid grasp of marketing automation data segmentation and email marketing best practices with an analytical mindset for data interpretation.

• Bonus: experience with SQL AMPscript or similar marketing scripting languages enhancing the ability to deliver personalized and dynamic content.

• Exceptional attention to detail and proven ability to manage multiple projects simultaneously prioritizing tasks to meet deadlines and achieve goals.

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: $52000 $95000

For information on benefits please visit: application deadline is June 30 2025. Please refer to the job posting on careers page if the deadline has been extended

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FLSA Status:

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 .

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Benefits at a Glance

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