Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

We are seeking a dynamic and strategic Customer Success Manager (CSM) to act as the primary relationship owner for our client, the Australian Bureau of Statistics (ABS). This is a fully dedicated role, responsible for driving alignment between ABS's goals and Forsta’s solutions, maximizing value delivery, and ensuring sustained adoption across ABS’s stakeholders.

As a trusted partner to ABS, you will coordinate cross-functional efforts across product, support, cloud operations, and services. You will lead strategic planning, facilitate stakeholder engagement, manage escalations, and serve as the voice of the customer within Forsta. This role is key to simplifying complex initiatives, maintaining continuity, and ensuring the long-term health of the Forsta–ABS relationship.

Key Responsibilities

Strategic Partnership & Account Ownership

Serve as the main point of contact and strategic advisor for ABS.

Lead Quarterly Business Reviews and track progress toward ROI and solution effectiveness.

Document and communicate best practices, lessons learned, and tailored success plans.

Operational Excellence & Governance

Coordinate migrations, system upgrades, deployments, and scheduled maintenance with minimal impact to ABS.

Maintain alignment on technical and business timelines across teams.

Ensure governance frameworks and change management processes are in place to support successful adoption.

Stakeholder Enablement & Training

Curate training materials and drive stakeholder learning to ensure adoption of Forsta tools and functionality.

Share updates on new product features and capabilities, and recommend ways to leverage them for business impact.

Co-develop adoption strategies with ABS to embed Forsta technology into day-to-day operations.

Escalation Management & Cross-Functional Coordination

Act as the first point of contact in escalations, managing communication and coordinating resolution across internal teams.

Work with Forsta’s global departments including GRC, Security, Legal, and Product to ensure delivery of contractual and compliance obligations.

Product Advocacy & Feedback Loop

Capture client insights and translate them into actionable feedback to improve Forsta’s platform, services, and support models.

Influence the product roadmap by advocating for ABS’s evolving needs.

Usage Monitoring & Risk Mitigation

Provide regular reporting on key health indicators (e.g. support ticket trends, performance data, product usage metrics).

Proactively identify risks to service adoption, satisfaction, or engagement and build mitigation plans.

About You

You are a client-first, outcomes-driven relationship manager with deep experience in SaaS and a passion for translating complex solutions into tangible value. You thrive in fast-paced, matrixed environments and are known for your clear communication, technical savvy, and ability to simplify the complex.

You’ll bring:

7+ years’ experience in a client-facing role within a SaaS, cloud, or technology company.

Demonstrated success managing enterprise accounts—experience with government or research clients is highly desirable.

Strong understanding of cloud-based platforms and ability to communicate technical concepts clearly.

Outstanding organizational skills and ability to manage multiple priorities.

Proven ability to work cross-functionally and influence at all levels, including senior leadership.

A collaborative, proactive, and data-informed approach to client success.