Director, Customer Success (Gracenote Division)

The Nielsen Company • Remote, Remote

2d • $115,500 - $214,500

About The Position

This opportunity is within Nielsen’s Gracenote division, a global entertainment metadata company that powers search, discovery, and navigation systems for major technology, automotive, and media companies. As a leader in the Gracenote Customer Success Management organization, the Director serves as the primary strategic partner for a top-tier global account and leads a team of enterprise Customer Success Managers. The role focuses on senior-level relationship management, product adoption, net revenue retention, strategic growth, stakeholder representation, and critical escalations. The Director develops long-term account plans, maps decision-makers, and supports the success of both the team and its clients.

The position leads customer success activities across team development, account retention and growth, strategic planning and operational rigor, product adoption, and quality management. It includes building senior client relationships, coordinating with Sales and internal teams, managing renewals and escalations, and communicating client feedback and product issues to relevant partners.

The role requires flexibility to work regional hours and travel to client locations and trade shows as needed. Compensation is listed as USD 115,500 to USD 214,500 yearly; the salary range may be adjusted based on work location. The role may also be eligible for bonuses, equity, or other incentives.

Requirements

• At least 7 years of global account management experience, including relevant media and technology experience.
• At least 3 years of leadership experience.
• Exceptional verbal and written communication skills in English, plus relevant local languages where required.
• Expert-level presentation capabilities.
• Proven analytical skills, including 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.

Responsibilities

• Serve as a player-coach, mentoring, developing, and empowering a team of Customer Success Managers.
• Collaborate with Customer Success leadership peers to synthesize market trends, establish best practices, and lead continuous improvement initiatives.
• Drive retention and growth by mitigating churn and identifying expansion opportunities through a structured adoption program for direct accounts and the full pod set of accounts.
• Execute Joint Business Plans and Quarterly Business Reviews to align solutions with client goals and support strategic growth.
• Cultivate senior-level customer relationships through stakeholder mapping and quarterly executive engagement.
• Manage renewal cycles proactively and monitor client health and risk.
• Partner with Sales to develop, maintain, and communicate multi-year strategic client plans.
• Lead monthly internal meetings focused on 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 KPIs for the assigned client segment.
• Drive engagement around upcoming renewals.
• Create and deliver QBR presentations and document highlights and action items.
• Drive 90% or greater 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 for high-severity issues.
• Address quality trends with structured action plans and regular updates across the pod, and communicate with leadership and partners across content, product, and engineering.
• Manage product lifecycles, including communications about retirements, replacements, and limited releases.

Benefits

• Comprehensive health and wellness plans.
• 401(k) with a Nielsen company match.
• Generous paid time off policy.
• Depending on the role, a company-provided vehicle may be available.
• Depending on the role, discretionary incentive or bonus eligibility may be available.
• The role may be eligible for bonuses, equity, or other incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed