Director, Customer Success; Gracenote Division

• Full-time
• Compensation Min: $115,500
• Compensation Max: $214,500

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.

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.

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.

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.

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 (Q ) presentations, documenting…