Customer Success Manager – Customer & Partnership Experience

Nielsen

Customer Success Manager managing global customer relationships for Gracenote. Focused on proactive communication, upsell opportunities, and overall customer satisfaction.

Posted 4/24/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $86,200 - $144,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for global customers and partners
Establish and maintain regular check-ins, including dashboard and report reviews
Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items.
Monitor and ensure adherence to contractual commitments, including SLAs
Stay informed and drive engagement around upcoming renewals
Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use cases with a focus on upsell opportunities
Provide input on overall customer and partner health
Drive internal improvements to enhance the customer/partner experience
Handle 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 customers/partners
Coordinate data and information in response to and drafting of RFP/RFIs/SOWs and other new customer opportunity inquiries and proposals.
Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports
Coordinate setup of non-standard customer reports and dashboards as needed
Work with management to design and implement key performance indicators (KPIs) for assigned segment
Review key performance indicators (KPIs) regularly with customers/partners
Communicate essential details to customers/partners about product retirements and replacement solutions
Ensure customer readiness for new product features integration
Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed)
Manage customer/partner deliveries and communication for limited release products
Create and maintain customer and partner-specific playbooks

Requirements

What you’ll need

3+ years of experience working in a global account management role demonstrating successful customer satisfaction and relationship management outcomes
2+ years of experience working with global accounts in the M&E space; specifically with Broadcasters, Studios and Distributors.
2+ years of implementation experience with top global customers
Ability to work daytime hours for the regions of the customers to be supported
Excellent verbal and written communication abilities for interacting with customers, partners, and internal teams.
Ability to identify, analyze, and resolve complex issues and find mutually beneficial solutions
Project management experience, including skills to coordinate multiple tasks, deadlines, and stakeholders
Presentation skills
Strong attention to detail
Ability to prioritize tasks and manage multiple responsibilities efficiently
Flexibility to handle various customer needs and changing product landscapes
Experience driving solutions and identifying upsell opportunities, a plus
Proficiency in creating and maintaining documentation
Experience guiding customers and partners through complex changes
Data analysis experience, including the ability to design, interpret and present data
Expertise with business software/applications - Google Suite, Microsoft Office Suite
Ability to travel as needed to customer locations/trade shows

Benefits

Comp & perks

comprehensive health and wellness plans
a 401(k) with a Nielsen company match
a generous paid time off policy
a company-provided vehicle and/or discretionary incentive/bonus eligibility (depending on the role)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementdata analysispresentation skillscustomer relationship managementquality analysiscontract managementperformance indicatorsdocumentationupsell strategyRFP/RFI/SOW coordination

Soft Skills

communicationproblem-solvingattention to detailprioritizationflexibilitycustomer engagementcollaborationanalytical thinkingtime managementrelationship management