Senior Manager, Industry Insights, Customer Success (Chinese language speaker)

NielsenIQ

full-time senior Kuala Lumpur Eco City, Malaysia · More jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Job Description

We are looking for an experienced Customer Success Leader (M6) to drive client growth, retention, and long-term partnerships across a portfolio of strategic accounts. In this role, you will lead a team of Customer Success professionals, build trusted relationships with senior client stakeholders, and collaborate across commercial, analytics, and product teams to deliver measurable business outcomes.

This is a leadership position for someone who enjoys combining people leadership, commercial strategy, and customer engagement to create value for both clients and the business.

Lead Strategic Client Partnerships

• Build and maintain strong relationships with senior and executive client stakeholders.
• Act as a trusted advisor by understanding client business priorities and delivering meaningful insights and recommendations.
• Lead business reviews and strategic discussions that drive client success and long-term partnerships.
• Ensure clients realize value from our solutions and identify opportunities to expand engagement.
Drive Commercial Growth

• Own client retention and growth across a portfolio of strategic accounts.
• Partner closely with Sales and commercial teams to identify expansion opportunities and support revenue growth.
• Monitor account health and proactively address business risks.
• Support forecasting, account planning, and business growth initiatives.
Lead and Develop High-Performing Teams

• Manage, coach, and develop a team of Customer Success professionals.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support talent development, succession planning, and future leadership capability within the team.
• Drive employee engagement and team performance excellence.
Deliver Customer Success Excellence

• Ensure consistent execution of Customer Success best practices across the team.
• Champion a customer-centric culture focused on value delivery and client satisfaction.
• Lead the resolution of complex client challenges and escalations.
• Drive operational efficiencies and continuous process improvements.
Contribute to Business Strategy

• Develop account and portfolio strategies aligned with client and business objectives.
• Identify emerging market trends, risks, and opportunities.
• Partner with cross-functional teams to improve customer outcomes and business performance.
• Represent Customer Success in leadership discussions and key strategic initiatives.