Senior Director, Customer Success & Growth

Nielsen; United States; On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health & wellness plans

401(k) match

Generous paid time off

Incentive/bonus eligibility

Company vehicle (where applicable)

Job summary

Nielsen is seeking a seasoned Senior Customer Success Manager to lead a global team of CSMs for Gracenote. You will drive account retention, growth, and strategic planning with top-tier clients, shaping multi-year success plans and ensuring top-tier service delivery.

You will partner with Sales, Product, and Engineering to drive adoption, manage escalations, and deliver quarterly business reviews, while mentoring a high-performing team and expanding strategic partnerships.

Qualifications

• 7+ years of global account management experience with media and technology, including 3+ years in leadership.
• Excellent verbal and written communication in English, with strong presentation skills.
• Strong analytical skills for data-driven solutions.
• Proven project management, problem-solving, and organizational abilities for complex deadlines.
• Experience with documentation, change management, and upsell opportunities.
• Willingness to work regional hours and travel to client locations and trade shows.

Responsibilities

• Lead and mentor a team of CSMs to drive talent development.
• Synthesize market trends and implement best practices with leadership.
• Drive growth by reducing churn and expanding accounts through adoption programs.
• Develop joint business plans and quarterly business reviews with clients.
• Manage RFPs, RFIs, and proposals for new opportunities.
• Define KPIs and run quarterly business reviews.
• Ensure high product adoption and readiness for releases.

Skills

Global account management

Leadership experience

Verbal communication

Written communication

Analytical skills

Project management

Documentation & change management

Upsell opportunities awareness

Travel readiness

Job description

Nielsen is seeking a seasoned Senior Customer Success Manager to lead a global team of CSMs for Gracenote. You will drive account retention, growth, and strategic planning with top-tier clients, shaping multi-year success plans and ensuring top-tier service delivery.

You will partner with Sales, Product, and Engineering to drive adoption, manage escalations, and deliver quarterly business reviews, while mentoring a high-performing team and expanding strategic partnerships.