Customer Success Platform(CSP) Product Owner

NielsenIQ•Chicago, IL

1d•Remote

About The Position

This job will be centered in supporting NIQ’s enterprise deployment of Gainsight as the customer success platform—translating NIQ business processes into scalable Gainsight workflows, playbooks/CTAs, and executive reporting. Own partner execution with Gainsight PS, coordinate cross-functionally (IT, CS Ops, CSMs, Sales), and drive adoption.

Requirements

Proven Gainsight enterprise deployment experience (preferably global/multi-region rollout), including implementation phases from discovery → configuration → go-live → scale.
Hands-on Gainsight administration (configuration, user/permission model, lifecycle management, reporting/dashboards).
Cross-functional delivery leadership with IT/data, CS Ops, CSM teams, and Sales; ability to translate process into system configuration.
Implementation risk management: Ability to anticipate common failure modes (governance gaps, tech/data services constraints, enablement shortfalls).
Operator mindset: can turn complexity into working processes and system decisions.
Influence without authority: aligns regional leads and frontline teams on common playbooks.

Nice To Haves

Prior work in large/complex enterprise deployments (multi-geo, multi-business unit) with phased MVP then scale approach.
Experience designing automated risk detection + operational response (alerts → CTAs → playbooks).
Experience partnering with vendor PS teams under tight resourcing/timelines.

Responsibilities

Implementation leadership & vendor coordination: Own day-to-day delivery with Gainsight (scope, plan, milestones, RAID), including contract/PS coordination as needed.
Enterprise process design in Gainsight: Convert NIQ CS motions into Gainsight workflows—health scoring inputs, risk register logic, playbooks, and standardized operating rhythms.
Playbooks / CTAs / reporting: Define and configure CTAs, success plans, journeys (as applicable), dashboards, and exec reporting; align playbooks across teams to reduce manual burden.
Champion network & change management: Coordinate “client success champions” (regional/service-line representatives) to validate workflows, define best practices, and drive adoption/training.
Governance & enablement: Establish governance, documentation, admin standards, and partnership with training to support global scaling post-launch.

Benefits

Flexible working environment
Comprehensive healthcare plan (medical, Rx, dental, and vision).
Flexible spending accounts and a Health Savings Account (including company contributions).
Life and AD&D insurance.
401(k) retirement plan including company matching contributions.
Disability insurance.
Tuition Reimbursement.
Discretionary paid time off program and 11 paid holidays.
Volunteer time off
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