Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Sara Townsend

Wellesley,MA

Summary

Results-oriented Client Relationship and Product Manager with a proven track record in marketing, business strategy, and client service excellence. A dynamic leader skilled in focused decision-making, building high-performing teams, and cultivating relationships with executives and key stakeholders to drive business growth.

Overview

21
21
years of professional experience

Work History

Principal Customer Success Manager

Adobe
05.2016 - Current
  • Responsible for driving measurable business impact and verification of value for Adobe's Strategic Partnership accounts.
  • Define, document, and verify the business value Adobe's technology and services are having against Customer KBO/KPIs.
  • Lead strategic planning efforts to prioritize and advance customers' top business objectives and governance plan.
  • Provide industry expertise to drive effective business adoption and value realization against customer use cases.
  • Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem.

Director, Customer Insights and B2C Marketing Councils

Forrester Research
02.2015 - Current
  • Developed and implemented growth-driving new business and renewal strategies.
  • Analyzed key product KPIs, made data-driven business decisions, and optimized council offerings based on performance metrics.
  • Generated growth in council revenue and profitability through partnerships with sales, research, and customers.
  • Managed global team of advisors.
  • Led and championed enhancement and innovation recommendations within the product leadership team.

Director, Customer Experience Council & CMO Group

Forrester Research
10.2013 - 02.2015
  • Achieved double-digit growth for both Council businesses (CX and CMO) under my management.
  • Managed and mentored a team of seven advisors in North America and Europe
  • Enhanced sales fluency by effectively communicating the positioning, benefits, and target customers of both the overall FLB product and council
  • Created and implemented a standardized operating model for onboarding, which was then evangelized throughout the product organization.

Global Council Manager, Customer Experience Council

Forrester Research
05.2013 - 10.2013
  • Increased CX Council business by 45%, resulting in revenues surpassing $7 million.
  • Managed the recruitment process, training programs, and ongoing development initiatives for a team of four advisors across North America
  • Designed, supported, and promoted activities to generate new leads
  • Facilitated annual member meetings for 120+ members, resulting in increased NPS and CX Index scores.

Senior Advisor, Consumer Product Strategy Council

Forrester Research
06.2011 - 05.2013
  • Launched and successfully expanded the Council, increasing membership to over 18 professionals and generating $1 million in revenue in just one year.
  • Served as liaison between council and sales orgs, identifying and closing business opportunities. Achieved over-performance of booking objectives for four consecutive quarters.
  • Developed and maintained relationships with executives, serving as a trusted advisor, to support the creation of innovative business models and distinctive product/service offerings to drive organizational growth.
  • Collaborated with research team to develop and deliver relevant content for new and prospective Council Members.

Advisor, Interactive Marketing Council

Forrester Research
07.2009 - 05.2011
  • Curated Forrester experience for 40 interactive marketing professionals who are members of the Interactive Marketing leadership board
  • Established multiple peer connections for council members, including one-to-one, small group, and large group settings.
  • Designed and produced virtual and in-person events for members
  • Collaborated with sales, consulting, and research teams in the Forrester ecosystem to achieve client value realization.

Product Marketing Specialist

Forrester Research
02.2007 - 04.2008
  • Led market research efforts in order to educate clients and prospects regarding product offerings; research, consulting, executive leadership programs
  • Owned and executed all product marketing activities at company events to increase client engagement and retention as well as generate new leads and consulting opportunities
  • Managed and lead existing global marketing partnerships to promote thought leadership and generate leads.

Relationship Marketing Coordinator/Specialist

M | C Communications
06.2003 - 11.2005
  • Maintained and strengthened healthcare partner relationships, serving as the main contact for 30 partners in coordinating all event planning aspects related to their involvement in over 300 conference programs.
  • Executed cold calls, prospecting new business and fielding inquiries for direct mail campaigns to boost sales and achieve team objectives
  • Ensured assigned partners met deliverable deadlines and provided necessary follow-up.
  • Managed and met deadlines for various tasks such as gathering marketing content, coordinating with vendors, ensuring accurate travel and hotel information, and facilitating program materials.

Education

Bachelor of Science - Marketing

Providence College
Providence, RI

Skills

  • Customer Account Management
  • Strategic Planning
  • Customer Retention
  • Revenue Growth
  • Stakeholder Management
  • Performance Management
  • Team Leadership
  • Cross-functional team management

Accomplishments

Customer Success Manager of the Year, Americas, 2020

Platinum Club, 2020

FSI Customer Success Manager of the Quarter, Q4 2019

Strategic Verticals CSM of the Quarter, Q2 2019

Sales Achievement Award winner 2016, 2017, 2018, 2020, 2021, 2022, 2023

References

References available upon request.

Timeline

Principal Customer Success Manager

Adobe
05.2016 - Current

Director, Customer Insights and B2C Marketing Councils

Forrester Research
02.2015 - Current

Director, Customer Experience Council & CMO Group

Forrester Research
10.2013 - 02.2015

Global Council Manager, Customer Experience Council

Forrester Research
05.2013 - 10.2013

Senior Advisor, Consumer Product Strategy Council

Forrester Research
06.2011 - 05.2013

Advisor, Interactive Marketing Council

Forrester Research
07.2009 - 05.2011

Product Marketing Specialist

Forrester Research
02.2007 - 04.2008

Relationship Marketing Coordinator/Specialist

M | C Communications
06.2003 - 11.2005

Bachelor of Science - Marketing

Providence College

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