Director, Customer Success – Gracenote Division

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Act as the key strategic partner for a leading global account.

• Guide, mentor, and empower a team of Customer Success Managers in the enterprise sector.

• Enhance product adoption, net revenue retention, and growth of strategic accounts.

• Work alongside Customer Success leadership to develop best practices and ongoing improvement initiatives.

• Reduce churn and uncover opportunities for expansion.

• Implement Joint Business Plans and conduct Quarterly Business Reviews.

• Build senior-level customer relationships through stakeholder mapping and executive engagement.

• Oversee renewal cycles and assess client health and risk.

• Collaborate with Sales on multi-year strategic plans for clients.

• Lead internal discussions and facilitate account evaluations.

• Handle RFPs, RFIs, SOWs, and responses to proposals.

• Maintain playbooks specific to clients and ensure compliance with contractual obligations and SLAs.

• Develop and implement KPIs for the designated client segment.

• Prepare QBR presentations and document subsequent action items.

• Achieve over 90% feature adoption and ensure readiness for product launches.

• Collect feedback from stakeholders to impact the product roadmap.

• Address quality escalations and support Root Cause Analyses for critical issues.

• Tackle quality trends with structured action plans and provide updates to leadership and cross-functional teams.

• Oversee product lifecycles, including retirements, replacements, and limited releases.

⛳️ Requirements

• Over 7 years of experience in global account management.

• Relevant experience in media and technology sectors.

• More than 3 years in a leadership role.

• Outstanding verbal and written communication skills in English.

• Proficiency in relevant local languages as necessary.

• Advanced presentation skills.

• Proven analytical abilities, including the design, interpretation, and presentation of data-driven solutions.

• Strong skills in project management, problem-solving, and organization.

• Capability to manage complex deadlines and stakeholder requirements.

• Expertise in documentation and change management.

• Ability to identify opportunities for upselling.

• Willingness to work regional hours as needed.

• Availability for travel to client sites and trade shows as required.

🏝️ Benefits

• Comprehensive health and wellness plans.

• 401(k) plan with a matching contribution from the Nielsen company.

• Generous policy for paid time off.

• Company vehicle provided based on the role.

• Eligibility for discretionary incentives/bonuses depending on the role.

• Potential for bonuses, equity, or other incentives.