Job Information
Forrester Director, Customer Success Operations in Cambridge, Massachusetts
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:
The Director of Customer Success Operations is responsible for managing aspects of the organization’s strategy and operations as we transform to a customer-obsessed engagement model. The customer success function focuses on ensuring customers receive maximum value from the products or solutions they purchased. We believe that our obsession with ensuring our customers receive value, and progress their business objectives, will lead to positive retention, growth, and advocacy outcomes for Forrester.
This individual leads short and long-term strategies to ensure the customer success function is operating as efficiently and effectively as possible.
As we evolve our client journeys in our customer-obsessed product architecture, our customer success function must evolve in parallel. The ideal candidate has proven track record of leading or building a high-performing customer success operations 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 design an efficient and integrated operation through the development and design of new processes, behaviors, and activities that allow our clients to experience the full value of Forrester’s products and services.
Job Description:
In alignment with strategic initiatives, ideate, prioritize, and lead transformation projects that will help change ways of working for the customer success team to grow client value, engagement, retention and growth.
Identify key enablement and change management needs for the customer success organization and help lead change management efforts.
Partner with sales operations to gain synergies with technology and reporting. Approach the work with the POV of how decisions can support both sales and CS.
Grow productivity for the customer success team by providing the right visibility to their accounts, seat holders, and account intelligence. Streamline dashboards and reporting.
Scale the customer success organization by integrating the work of CSMs with digital customer success. Strategically analyze data to focus efforts on the right client segments, products, and regions.
Lead the adoption and measurement of operation processes and continue to iterate. The work should be approached as a continuous cycle of ideate, design, implement, and iterate.
Support the product team efforts to analyze and manage the data from client journeys and use it to identify and continuously refine the key retention drivers. Develop models to identify risk early at clients and ways to intervene using both customer success managers and digital channels.
Continuous improvement: evaluate, codify, and refine best practices in our activities supporting successful client journeys, and the competencies that drive value. Keep abreast of industry best practices around customer success.
Coach and mentor the customer success operations team members.
Leverage your knowledge of value drivers to help design aligned and effective incentives, goals, and activities, in partnership with relevant business leaders.
Analyze and recommend strategies to reduce cost of service while maintaining client value or retention.
Help develop and select the appropriate suite of metrics, and advise leadership on the availability, reliability, and robustness of customer data.
Advance territory and workforce planning for this function, which includes capacity modeling, specialization, and ongoing role definition.
Build a strong partnership with product, sales operations, CX, and customer marketing leaders to ensure effective orchestration of the delivery of client value.
Job Requirements:
Bachelor’s degree is required; MBA is preferred.
15+ years of relevant experience.
Prior experience in leading and/or building a customer success strategy and operations function.
A proven track record of: 1) designing and managing new processes to improve client outcomes and retention while driving efficiency; 2) overseeing multiple complex projects, with a focus on change management, technology, and process design; 3) establishing and measuring key metrics that focus effort and drive results; and 4) 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 consulting, postsales, and operations experience.
We’re a network of knowledge and experience leading to richer, fuller careers. Here, we’re always learning. Whether you want to hone your strengths or discover new ones, Forrester is the place to go for it. It’s a place where everyone is given the tools, support, and runway they need to go far. We’ll be right there beside you, every step of the way.
Let’s be bold, together.
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FLSA Status:
Exempt
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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Benefits at a Glance - Cambridge