Nielsen · 1 day ago
Sr. Customer Success Manager
California, United States
Full-time
Hybrid
Senior Level
7+ years expNielsen is dedicated to powering a better media future by providing insights that drive client decisions. The Sr. Customer Success Manager will manage strategic relationships with top clients, focusing on revenue retention and growth while ensuring high product adoption and operational excellence.
AdvertisingAdvertising PlatformsAnalyticsDigital MediaInternet RadioMarket ResearchMarketingTest and MeasurementTVVideo Streaming
Responsibilities
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
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
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
Serve as the primary point of contact for a singular top tier, global client
Establish and maintain regular check-ins, including dashboard and report reviews
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
Review key performance indicators (KPIs) regularly with the client
Identify the client to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports
Coordinate setup of non-standard client reports and dashboards as needed
Coordinate setup and delivery of new metadata for the client (new license deals) or partnership deals
Drive internal improvements to enhance the client experience
Qualification
Required
7+ years of experience working in a global account management role demonstrating successful customer satisfaction and relationship management outcomes
5+ years of experience working with global accounts in the M&E space; specifically with Platforms/CE, Pay TV, or Publishers
5+ years of leadership experience
5+ years of technical implementation experience with top global customers and partners
Ability to work daytime hours for the regions of the client to be supported
Excellent English language verbal and written communication skills (AND for select regions: Brazil-Portuguese and Latam-Spanish)
Excellent verbal and written communication abilities for interacting with the client 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
Expert-level presentation skills
Strong attention to detail
Ability to prioritize tasks and manage multiple responsibilities efficiently
Flexibility to handle various client needs and changing product landscapes
Experience driving solutions and identifying upsell opportunities, a plus
Proficiency in creating and maintaining documentation
Experience guiding clients through complex changes
Data analysis experience, including the ability to design, interpret, and present data
Ability to travel as needed to client locations/trade shows
Benefits
Health & wellness plans
401(k) retirement coupled with a Nielsen match
A generous paid time off policy
Company provided car for those who qualify
If eligible, a discretionary incentive/bonus
Company
Nielsen
Nielsen provides a comprehensive understanding of what consumers watch and buy.
10001+ employees
H1B Sponsorship
Nielsen has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (20)
2024 (36)
2023 (74)
2022 (147)
2021 (98)
2020 (144)
Funding
Current Stage
Public CompanyTotal Funding
$1.85B2025-11-03Debt Financing· $1.2B
2023-02-06Debt Financing· $650M
2022-03-29Acquired
Leadership Team
Karthik Rao
Chief Executive Officer
Akhil Parekh
Global Chief Product Officer
Recent News
2026-01-03
2025-12-25
2025-12-24
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