[Hiring] Director, Customer Success @The Nielsen Company

Role Description

This opportunity is for Nielsen’s Gracenote division - the premier entertainment metadata company in the world, powering the search, discovery, and navigation systems for the globe's biggest tech, automotive, and media giants.

As a leader within the Gracenote Customer Success Management (CSM) organization, you will serve as the primary strategic partner for a top-tier global account while leading a team of enterprise CSMs. This high-impact role demands senior-level relationship management dedicated to driving product adoption, maximizing net revenue retention (NRR), and fostering strategic growth.

• Champion best-in-class practices, represent key stakeholders to internal leadership, and manage critical escalations.
• Possess deep industry expertise and a strategic mindset to develop long-term account plans, map key decision-makers, and ensure the collective success of both the team and our clients with Gracenote.

Responsibilities

• Team Leadership
  • Serve as a player-coach to a team of CSMs, actively mentoring, developing, and empowering them to cultivate top-tier talent and drive professional growth.
  • Collaborate with CSM leadership peers to synthesize market trends, establish industry-leading best practices, and champion continuous improvement initiatives that enhance organizational performance.
• Retention & Growth of Existing Accounts
  • Drive growth by proactively mitigating churn and identifying expansion opportunities via a structured adoption program for direct accounts and full pod set of accounts.
  • Execute Joint Business Plans and Quarterly Business reviews to align solutions with client goals and maximize strategic growth.
  • Cultivate senior-level customer relationships through systematic stakeholder mapping and quarterly executive engagement.
  • Proactively manage renewal cycles and monitor overall client health and risk.
• Strategic & Operational Rigor
  • Partner with Sales to develop, maintain, and communicate a multi-year strategic client plan.
  • Lead monthly internal meetings to drive operational excellence and high-priority initiatives.
  • Facilitate senior-level internal and external account reviews.
  • Manage RFPs, RFIs, SOWs, and proposal responses for new opportunities.
  • Maintain a comprehensive, client-specific playbook.
  • Monitor and ensure adherence to contractual commitments, including SLAs.
  • Work with management to design and implement key performance indicators (KPIs) for the assigned client segment.
  • Drive engagement around upcoming renewals.
  • Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items.
• Product Adoption & Quality Management
  • Drive 90%+ feature adoption and manage client readiness for new product releases.
  • Gather stakeholder feedback quarterly to influence the product roadmap.
  • Resolve complex quality escalations and support Root Cause Analyses (RCAs) for high-severity issues.
  • Proactively address quality trends with structured action plans and regular updates across the pod and circulate to leadership and core partners across content, product, and engineering.
  • Manage product lifecycles, including communications on retirements, replacements, and limited releases.

Qualifications

• 7+ years of global account management experience with relevant media and technology experience, with 3+ years in leadership.
• Exceptional verbal and written communication skills in English (plus relevant local languages where required) and expert-level presentation capabilities.
• Proven analytical skills, with the ability to design, interpret, and present data-driven solutions.
• Strong project management, problem-solving, and organizational skills, including the ability to manage complex deadlines and stakeholder needs.
• Proficiency in documentation, change management, and identifying upsell opportunities.
• Flexibility to work regional hours and travel to client locations and trade shows as needed.

Benefits

• Comprehensive health and wellness plans.
• 401(k) with a Nielsen company match.
• Generous paid time off policy.
• Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.