Director, Customer Success – Gracenote Division

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

📋 Description

• Act as the main strategic partner for a prestigious global client.

• Guide, mentor, develop, and empower a team of enterprise Customer Success Managers (CSMs).

• Enhance product adoption, optimize net revenue retention, and promote strategic growth.

• Collaborate with fellow CSM leaders to set best practices and continuous improvement programs.

• Reduce churn and pinpoint opportunities for expansion.

• Implement Joint Business Plans and conduct Quarterly Business Reviews.

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

• Oversee renewal processes and track client health and potential risks.

• Work in partnership with Sales to formulate and convey multi-year strategic plans for clients.

• Lead internal discussions and facilitate senior-level account evaluations.

• Manage Requests for Proposals (RFPs), Requests for Information (RFIs), Statements of Work (SOWs), and proposal submissions.

• Maintain client-specific playbooks and ensure compliance with contractual obligations and Service Level Agreements (SLAs).

• Design and execute Key Performance Indicators (KPIs) for the designated client segment.

• Create and present Quarterly Business Review (QBR) presentations and document subsequent action items.

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

• Collect stakeholder feedback to shape the product roadmap.

• Address complex quality escalations and support Root Cause Analyses.

• Tackle quality trends with structured action plans and updates.

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

⛳️ Requirements

• Over 7 years of experience in global account management.

• Relevant background in media and technology.

• At least 3 years in a leadership role.

• Outstanding verbal and written communication skills in English, along with relevant local languages as necessary.

• Advanced presentation skills.

• Proven analytical abilities with the skill to design, interpret, and present data-driven solutions.

• Strong project management, problem-solving, and organizational capabilities.

• Capacity to manage complex deadlines and stakeholder expectations.

• Proficient in documentation and change management processes.

• Ability to identify upsell opportunities.

• Willingness to work regional hours.

• Ability to travel to client sites and trade shows as required.

🏝️ Benefits

• Comprehensive health and wellness plans.

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

• Generous paid time off policy.

• Company-provided vehicle (dependent on the role).

• Eligibility for discretionary incentives or bonuses (dependent on the role).

• Potential for bonuses, equity, or other incentives.