Director, Customer Success – Gracenote Division

Nielsen

. Serve as the primary strategic partner for a top-tier global account .

Posted 11/4/2026full-timeRemote • United StatesLead💰 $115,500 - $214,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in global account management, with a strong focus on driving product adoption, maximizing revenue retention, and fostering strategic growth. Proven ability to lead and mentor teams while cultivating senior-level customer relationships and managing complex client engagements.

Highest-signal resume keywords

Global Account Management ExperienceLeadership ExperienceAnalytical SkillsProject Management SkillsExceptional Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product AdoptionRevenue RetentionKPI DesignStakeholder MappingRFP ManagementData-Driven SolutionsChange ManagementUpsell IdentificationProposal ResponsesClient Health Monitoring

Soft Skills

MentoringProblem-SolvingOrganizational SkillsFlexibilityPresentation Skills

Industry Keywords

Media ExperienceTechnology ExperienceClient EngagementQuarterly Business ReviewsStrategic GrowthChurn MitigationComplex DeadlinesSenior-Level RelationshipsAction PlansProduct Lifecycles

About the role

Key responsibilities & impact

Serve as the primary strategic partner for a top-tier global account
Lead, mentor, develop, and empower a team of enterprise CSMs
Drive product adoption, maximize net revenue retention, and foster strategic growth
Collaborate with CSM leadership peers to establish best practices and continuous improvement initiatives
Mitigate churn and identify expansion opportunities
Execute Joint Business Plans and Quarterly Business Reviews
Cultivate senior-level customer relationships through stakeholder mapping and executive engagement
Manage renewal cycles and monitor client health and risk
Partner with Sales to develop and communicate multi-year strategic client plans
Lead internal meetings and facilitate senior-level account reviews
Manage RFPs, RFIs, SOWs, and proposal responses
Maintain client-specific playbooks and ensure adherence to contractual commitments and SLAs
Design and implement KPIs for the assigned client segment
Create and deliver QBR presentations and document action items
Drive 90%+ feature adoption and manage readiness for new product releases
Gather stakeholder feedback to influence the product roadmap
Resolve complex quality escalations and support Root Cause Analyses
Address quality trends with structured action plans and updates
Manage product lifecycles, including retirements, replacements, and limited releases

Requirements

What you’ll need

7+ years of global account management experience
Relevant media and technology experience
3+ years in leadership
Exceptional verbal and written communication skills in English, plus relevant local languages where required
Expert-level presentation capabilities
Proven analytical skills and ability to design, interpret, and present data-driven solutions
Strong project management, problem-solving, and organizational skills
Ability to manage complex deadlines and stakeholder needs
Proficiency in documentation and change management
Ability to identify upsell opportunities
Flexibility to work regional hours
Ability to travel to client locations and trade shows as needed

Benefits

Comp & perks

Comprehensive health and wellness plans
401(k) with a Nielsen company match
Generous paid time off policy
Company-provided vehicle (depending on the role)
Discretionary incentive/bonus eligibility (depending on the role)
Potential eligibility for bonuses, equity, or other incentives