Director, Customer Success (Gracenote Division)

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.

Department: Customer Support & Implementation (Post Sales)
Function: Other
Experience Level: Not Applicable