Customer Success Manager II

Nielsen

. Serve as the primary point of contact for global top and tier-1 assigned customers and partners .

Posted 9/17/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and customer success, with a focus on driving customer satisfaction, analyzing data for insights, and delivering impactful presentations. Proficient in managing customer relationships and ensuring compliance with Service Level Agreements.

Highest-signal resume keywords

Account Management ExperienceCustomer Success ExpertiseData Analysis SkillsFluent Spanish or PortuguesePresentation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementData AnalysisContract Compliance MonitoringKPI ReviewAction Plan DevelopmentRoot Cause AnalysisUpsell Strategy IdentificationQuality Trend TrackingCustomer Dashboard CreationProduct Usage Reporting

Soft Skills

Excellent Communication SkillsProblem-Solving AbilityAttention to DetailTime ManagementCollaboration

Tools & Technologies

Google SuiteMicrosoft Office Suite

Industry Keywords

Service Level AgreementsQuarterly Business ReviewCustomer Check-InsCustomer FeedbackCustomer Care

About the role

Key responsibilities & impact

Serve as the primary point of contact for global top and tier-1 assigned customers and partners
Maintain regular customer check-ins and dashboard/report reviews
Deliver Quarterly Business Review presentations and drive actionable follow-ups
Monitor contractual commitments and Service Level Agreements for compliance
Track renewals, gather strategic customer feedback, and recommend upsell solutions
Provide ongoing input on customer and partner account health
Escalate unresolved Customer Care issues and collaborate across departments on resolutions
Create and track action plans for quality trends and provide customer progress updates
Coordinate and deliver Root Cause Analyses for Severity Level 1 discrepancies and recurring quality trends
Identify accounts for Customer Dashboards, Quality Reports, and Product Usage Reports
Review KPIs with customers and partners
Coordinate metadata setup for new license and partnership deals
Oversee customer deliveries and communications for limited-release products
Generate Product Inquiry tickets and ensure internal alignment and customer responses
Guide customers through product retirements, feature integrations, and replacement solutions
Develop and maintain customer- and partner-specific playbooks

Requirements

What you’ll need

3+ years of account management or customer success experience
Proven track record of driving customer satisfaction and strong relationships
Excellent written and verbal English communication skills
For select LatAm and Brazil regions, fluent Spanish or Portuguese written and verbal skills are required
Ability to work daytime hours corresponding to the assigned customer region
Flexibility to travel to customer sites or trade shows as needed
Strong data analysis skills and ability to interpret usage metrics into customer insights
Proven capacity to resolve complex issues with win-win solutions
Polished presentation skills
High attention to detail and strong documentation habits
Ability to prioritize multiple responsibilities efficiently in a fast-paced, evolving product landscape
Proficiency with Google Suite and Microsoft Office Suite
Prior experience identifying upsell opportunities and recommending strategic product solutions is a plus

Benefits

Comp & perks

Remote work availability
Equal opportunity and inclusive workplace
Workday hours aligned with assigned customer region
Flexibility to travel to customer sites or trade shows as needed