Senior Director, Customer Success - Global Accounts

Nielsen Holdings Plc; United States; Remote; USD 116,000 - 215,000; Full time

Job summary

Nielsen's Gracenote division is seeking a Director of Customer Success to lead a team of enterprise CSMs, drive product adoption, and maximize net revenue retention for a top global account. This senior role requires 7+ years in global account management with 3+ years in leadership, exceptional English communication, and strong analytics.

You will manage complex renewals, RFPs, and strategic plans with cross-functional partners.

Qualifications

• 7+ years of global account management experience with relevant media and technology experience, with 3+ years in leadership.
• Exceptional verbal and written communication skills in English and expert-level presentation capabilities.
• Proven analytical skills, with the ability to design, interpret, and present data-driven solutions.
• Strong project management, problem-solving, and organizational skills.
• Flexibility to work regional hours and travel to client locations and trade shows as needed.

Responsibilities

• Serve as a player-coach to a team of CSMs, actively mentoring, developing, and empowering them to cultivate top-tier talent and drive professional growth.
• Collaborate with CSM leadership peers to synthesize market trends, establish industry-leading best practices, and champion continuous improvement initiatives that enhance organizational performance.
• Drive growth by proactively mitigating churn and identifying expansion opportunities via a structured adoption program for direct accounts and full pod set of accounts.
• Execute Joint Business Plans and Quarterly Business reviews to align solutions with client goals and maximize strategic growth.
• Cultivate senior-level customer relationships through systematic stakeholder mapping and quarterly executive engagement.
• Proactively manage renewal cycles and monitor overall client health and risk.
• Partner with Sales to develop, maintain, and communicate a multi-year strategic client plan.
• Lead monthly internal meetings to drive 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 key performance indicators (KPIs) for the assigned client segment.
• Drive engagement around upcoming renewals.
• Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items.

Skills

Leadership

Communication

Analytics

Project management

Documentation

Job description

Nielsen's Gracenote division is seeking a Director of Customer Success to lead a team of enterprise CSMs, drive product adoption, and maximize net revenue retention for a top global account. This senior role requires 7+ years in global account management with 3+ years in leadership, exceptional English communication, and strong analytics.

You will manage complex renewals, RFPs, and strategic plans with cross-functional partners.