Sr. Customer Success Manager

• Compensation: USD 80,520 - USD 134,160 - yearly

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.

As the primary strategic point of contact for an assigned top client, this high-impact role involves comprehensive, senior-level relationship management and is dedicated to driving net revenue retention (NRR) and strategic growth within this key account. The position requires proactive communication, advanced quality management, and strategic oversight, with a core focus on the execution of a multi-year strategic plan. Key responsibilities include identifying and mapping all key decision-makers, handling critical escalations, and ensuring high product adoption.

This role demands a blend of expert customer service, deep industry expertise, and strategic thinking to ensure the singular client's long-term success and to maximize business growth.

Customer Success Manager you will focus on:

Retention & Growth of Existing Accounts

Targeting a Net Revenue Retention (NRR) rate of 115%+ for the assigned Superserve customer, focusing on preventing churn and identifying high-potential upsell/cross-sell opportunities.

Identify and map all key decision-makers and influencers within the assigned account, achieving a minimum of Quarterly Engagement with Senior-Level Executives.

Stay informed and drive engagement around upcoming renewals.

Gather valuable feedback on the client's strategic goals and recommend solutions for their use cases, with a strong focus on upsell opportunities.

Provide input on the overall client's health and risk profile.

Strategic & Operational Rigor

Partner with the commercial lead (“Superserve Global Account Lead”) to ensure a multi-year strategic plan is in place for the client, regularly reviewed, and communicated internally and externally.

Facilitate monthly internal customer meetings (at minimum) focused on operational excellence and high-priority initiatives.

Conduct senior-level internal and external account reviews.

Coordinate data and information in response to and drafting of RFP/RFIs/SOWs and other new customer opportunity inquiries and proposals specific to this client.

Conduct Quarterly Strategic Business Reviews (QBRs) with 100% of decision-makers and key stakeholders to map existing Gracenote usage and discuss future opportunities, documenting highlights and action items.

Partner with Sales to plan and execute the expansion strategy, overseeing internal efforts that will result in the initiation of new region-specific projects or product rollouts.

Create and maintain a client-specific playbook.

Product Adoption & Quality Management

Drive an average Adoption Rate of 90+% for entitled product features.

Secure high-quality feedback sessions with product managers or key stakeholders at least 2x per year to inform the product roadmap.

Handle any quality escalations and issues unresolved through standard Customer Care processes, collaborating with internal departments to ensure timely resolution and preventive measures.

Initiate and monitor action plans for identified quality trends and provide regular progress updates to the client.

Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed).

Communicate essential details to the client about product retirements and replacement solutions.

Ensure client readiness for new product features integration.

Manage client deliveries and communication for limited release products.

Create Product Inquiry tickets and coordinate client responses.

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