VP, Customer Success

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 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 organization's 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 high-performing customer success function to deliver superior results in both the retention and engagement of Forrester's customer base, contributing significantly to Forrester's overall top-line 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 Forrester's 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, customer-focused 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 customer-obsessed, agile, results-focused 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 client's 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:

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

A proven track record of:

• Building high-performing 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 process-oriented 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).
• Client-facing experience with VP and C-level clients in the professional services industry.
• Ideally, a background that combines sales and postsales experience.
  

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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 Forrester's recruitment process. If you would like to discuss a reasonable accommodation, please reach out to accommodationrequest@forrester.com.

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.

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