VP, Customer Success

Forrester; United States; Remote; USD 155,000 - 281,000; Full time

Job summary

An established industry player is seeking a dynamic Vice President of Customer Success to lead their customer engagement strategy. This role focuses on enhancing client loyalty and retention through innovative leadership and strategic alignment across departments. The successful candidate will build a high-performing team, design effective processes, and leverage technology to maximize client value. Join a vibrant community where your contributions will drive significant impact and help shape the future of customer success in a rapidly evolving market.

Qualifications

• 12+ years of experience in customer success and team leadership.
• Proven track record in building high-performing teams and client advocacy.

Responsibilities

• Set vision for customer success to drive retention and advocacy.
• Manage a team to ensure client engagement and satisfaction.

Skills

Customer Success Management

Team Leadership

Client Advocacy

Process Design

Budget Management

Project Management

Analytical Skills

Agility and Resilience

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Customer Relationship Management (CRM) Tools

Analytics Software

Job description

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 health 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.

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 candidate’s primary work location, experience, training, education, and credentials.

Base salary range: $155,000 - $281,000

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

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 [e-mail].

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