Director, Customer Success (Gracenote Division)

Job description

This opportunity is for Nielsen’s Gracenote division - the premier entertainment metadata company in the world, powering the search, discovery, and navigation systems for the globe's biggest tech, automotive, and media giants. As entertainment becomes more fragmented and AI reshapes the way people discover and engage with content, trusted data and technology are powering the future and are the foundation for better experiences. In partnership with our clients and by fully embracing AI, we are reinventing the business, products and teams to capture a once-in-a-lifetime opportunity which will significantly impact the media and entertainment ecosystem as a whole. As a leader within the Gracenote Customer Success Management (CSM) organization, you will serve as the primary strategic partner for a top-tier global account while leading a team of enterprise CSMs. This high-impact role demands senior-level relationship management dedicated to driving product adoption, maximizing net revenue retention (NRR), and fostering strategic growth. You will champion best-in-class practices, represent key stakeholders to internal leadership, and manage critical escalations. The ideal candidate possesses deep industry expertise and a strategic mindset to develop long-term account plans, map key decision-makers, and ensure the collective success of both the team and our clients with Gracenote. Responsibilities Team Leadership 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. Retention & Growth of Existing Accounts 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. Strategic & Operational Rigor 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. Product Adoption & Quality Management Drive 90%+ feature adoption and manage client readiness for new product releases. Gather stakeholder feedback quarterly to influence the product roadmap. Resolve complex quality escalations and support Root Cause Analyses (RCAs) for high-severity issues. Proactively address quality trends with structured action plans and regular updates across the pod and circulate to leadership and core partners across content, product, and engineering. Manage product lifecycles, including communications on retirements, replacements, and limited releases. 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 (plus relevant local languages where required) 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, including the ability to manage complex deadlines and stakeholder needs. Proficiency in documentation, change management, and identifying upsell opportunities. Flexibility to work regional hours and travel to client locations and trade shows as needed. How you will lead through Our Nielsen Way We dream big and own the details: Take end-to-end accountability for delivering excellence; focus on meaningful impact; get the details right; cut through complexity to drive results; and take informed risks to innovate and grow. We embrace uncertainty to shape the future: Understand clients’ needs and share in their success; use data and insights to power decisions; provide clarity even without certainty; and build on Gracenote’s legacy while earning trust for the future. We push forward with speed and agility: Move with urgency, pivot as needed, challenge constructively to find the best solutions, and create ways to deliver in days or weeks rather than months or years. We achieve together and celebrate each other: Bring out the best in people, show up as a truly global company, seek diverse perspectives, recognize contributions, and celebrate successes and learnings. We live Inclusion, Courage, and Growth: Begin with trust and respect, make bold and informed decisions, invite feedback, remain curious, and develop yourself and others. #LI-AW1 Enabling your best to power a better media future. Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility. Compensation Transparency: The posted base salary range is a reasonable estimate that may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives . Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class. Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @ address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels. At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.