Customer Success Platform(CSP) Product Owner

NielsenIQ•Chicago, IL

4h•$132,000 - $150,000•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).

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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