Director, Customer Success – Gracenote Division
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Job Description
Director leading enterprise customer success, retention, and growth for Gracenote, Nielsen’s entertainment metadata business. Managing global accounts, CSM teams, product adoption, renewals, and strategic client partnerships.
Responsibilities:
- Serve as the primary strategic partner for a top-tier global account
- Lead, mentor, develop, and empower a team of enterprise Customer Success Managers
- Drive product adoption, net revenue retention, and strategic account growth
- Collaborate with Customer Success leadership to establish best practices and continuous improvement initiatives
- Mitigate churn and identify expansion opportunities
- Execute Joint Business Plans and Quarterly Business Reviews
- Cultivate senior-level customer relationships through stakeholder mapping and executive engagement
- Manage renewal cycles and monitor client health and risk
- Partner with Sales on multi-year strategic client plans
- Lead internal meetings and facilitate account reviews
- Manage RFPs, RFIs, SOWs, and proposal responses
- Maintain client-specific playbooks and ensure adherence to contractual commitments and SLAs
- Design and implement KPIs for the assigned client segment
- Create QBR presentations and document action items
- Drive 90%+ feature adoption and manage readiness for product releases
- Gather stakeholder feedback to influence the product roadmap
- Resolve quality escalations and support Root Cause Analyses for high-severity issues
- Address quality trends with structured action plans and updates to leadership and cross-functional partners
- Manage product lifecycles, including retirements, replacements, and limited releases
Requirements:
- 7+ years of global account management experience
- Relevant media and technology experience
- 3+ years in leadership
- Exceptional verbal and written communication skills in English
- Relevant local languages where required
- Expert-level presentation capabilities
- Proven analytical skills, including designing, interpreting, and presenting data-driven solutions
- Strong project management, problem-solving, and organizational skills
- Ability to manage complex deadlines and stakeholder needs
- Proficiency in documentation and change management
- Ability to identify upsell opportunities
- Flexibility to work regional hours
- Ability to 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
- Company-provided vehicle (depending on the role)
- Discretionary incentive/bonus eligibility (depending on the role)
- Potential eligibility for bonuses, equity, or other incentives
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