Director, Customer Success (Gracenote Division)

The Nielsen Company; United States; Remote; USD 116,000 - 215,000; Full time

Job summary

The Nielsen Company is seeking a director-level leader to head client success within its broadcast division. You will own the post-sale experience, guiding onboarding, adoption, and ongoing account health for media clients while shaping strategy across the post-sales lifecycle.

This role requires strong executive communication, cross-functional partnership with sales, product, and tech teams, and the ability to scale post-sales operations, playbooks, and metrics to drive retention, expansion,

Qualifications

• Senior leadership experience in customer success, account management, or professional services.
• Background supporting clients in broadcast media, content technology, or adjacent sectors.
• Demonstrated ability to manage enterprise customer portfolios at scale.
• Experience building post-sales teams and operational processes.

Responsibilities

• Direct the customer success function for broadcast media accounts, including team leadership and development
• Oversee post-sale implementation programs to ensure smooth onboarding and time-to-value
• Drive customer retention, satisfaction, and expansion metrics across the portfolio
• Partner with sales, product, and technical teams to translate customer insights into roadmap improvements
• Establish operational reporting, KPIs, and playbooks for the customer success organization

Skills

Executive leadership

Customer success

Strategic thinking

Cross-functional collaboration

Job description

Role overview

A director-level role leading customer success within a media and entertainment organization's broadcast division. The position owns the post-sale experience, overseeing customer onboarding, adoption, and long-term account health for media clients. The work spans leadership, operational strategy, and cross-functional partnership across the post-sales lifecycle.

Responsibilities

• Direct the customer success function for broadcast media accounts, including team leadership and development
• Oversee post-sale implementation programs to ensure smooth onboarding and time-to-value
• Drive customer retention, satisfaction, and expansion metrics across the portfolio
• Partner with sales, product, and technical teams to translate customer insights into roadmap improvements
• Establish operational reporting, KPIs, and playbooks for the customer success organization

Requirements

• Senior leadership experience in customer success, account management, or professional services
• Background supporting clients in broadcast media, content technology, or adjacent sectors
• Demonstrated ability to manage enterprise customer portfolios at scale
• Experience building post-sales teams and operational processes
• Strong communication and executive stakeholder management skills

Benefits and work setup

• Remote role based in the United States
• Listed compensation range: $115,500 to $214,500