Job Overview
Location
Remote City
Job Type
Full-time
Category
Customer Success Manager
Date Posted
January 30, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager II, you will be the cornerstone of our client relationships, serving as the primary point of contact for a diverse portfolio of assigned customers and partners. This multifaceted role demands a proactive and strategic approach to relationship management, ensuring our clients not only achieve their desired outcomes but also experience exceptional value from our solutions.
- • You will be instrumental in fostering strong, long-term partnerships by establishing and maintaining regular, meaningful check-ins. These engagements will go beyond superficial updates, involving in-depth reviews of customer dashboards and reports to identify trends, opportunities, and potential areas for improvement. Your ability to translate data into actionable insights will be crucial in demonstrating the ongoing value and ROI our clients receive.
- • A critical aspect of this role is staying ahead of the curve regarding upcoming renewals. You will work collaboratively with the Sales team, providing them with comprehensive information specific to each account's product usage, strategic goals, and overall satisfaction. This proactive engagement ensures a smooth renewal process and allows for strategic planning to maximize customer retention and growth.
- • Gathering valuable feedback on customer and partner strategic goals is paramount. You will act as a trusted advisor, understanding their evolving business needs and recommending tailored solutions that align with their objectives. This involves deeply understanding their use cases and identifying how our offerings can be leveraged to their fullest potential.
- • You will be responsible for monitoring and assessing the overall health of your assigned customer and partner accounts. This includes identifying potential risks, proactively addressing concerns, and developing strategies to mitigate churn and enhance customer loyalty. Your insights will directly inform our customer success strategies and product development roadmap.
- • A significant part of your responsibility will be to expertly handle quality escalations and issues that may arise, particularly those that have not been resolved through standard Customer Care processes. You will act as a senior point of escalation, collaborating closely with various internal departments, including Support, Engineering, and Product Management, to ensure swift, effective resolution and to implement preventive measures that address root causes.
- • You will initiate and meticulously monitor action plans for identified quality trends or recurring issues. This involves defining clear objectives, assigning responsibilities, tracking progress, and providing regular, transparent updates to customers and partners. Your diligence in this area will build confidence and demonstrate our commitment to excellence.
- • Coordinating the setup and delivery of new metadata for customers, particularly for new license deals or complex partnership arrangements, will be a key operational task. This requires meticulous attention to detail and effective cross-functional collaboration to ensure seamless onboarding and integration.
- • You will manage the delivery and communication processes for limited release products, ensuring customers and partners are informed, prepared, and supported throughout these critical phases. This includes managing expectations and providing necessary resources.
- • Creating and managing Product Inquiry tickets will be a regular duty, ensuring that customer questions and feedback are systematically logged, tracked, and responded to in a timely and comprehensive manner. You will be the conduit for crucial customer insights back into our product teams.
- • Developing and maintaining customer and partner-specific playbooks will be essential. These customized guides will document best practices, key contacts, support protocols, and strategic account plans, ensuring consistency and efficiency in our customer success efforts across your portfolio.
- • This role requires a unique blend of exceptional customer service skills, a deep understanding of our industry and product offerings, and a sharp strategic mindset. You will be empowered to drive customer satisfaction, foster advocacy, and ultimately contribute significantly to the growth and success of both our clients and our company.
🎯 Requirements
- • Proven experience in a Customer Success, Account Management, or similar client-facing role, with a strong track record of managing complex customer relationships.
- • Excellent communication, interpersonal, and presentation skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
- • Demonstrated ability to understand customer business needs and translate them into actionable solutions and strategic recommendations.
- • Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- • Strong analytical skills with the ability to interpret data, identify trends, and develop data-driven action plans.
- • Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent practical experience.
🏖️ Benefits
- • Competitive salary and performance-based bonuses.
- • Comprehensive health, dental, and vision insurance plans.
- • Generous paid time off (PTO) and company holidays.
- • Opportunities for professional development and continuous learning, including access to training and conferences.
- • Remote work flexibility, allowing you to work from anywhere.
- • Collaborative and supportive team environment with a strong focus on employee well-being.
Skills & Technologies
Remote
About The Nielsen Company (US), LLC
Nielsen Holdings plc, known as Nielsen, is a global measurement and data analytics company. It provides data on what people watch and listen to. Nielsen's data is used by media companies, advertisers, and agencies to understand audiences and make decisions. The company collects information through various methods, including surveys, set-top box data, and digital measurement tools. Nielsen operates in over 100 countries, offering insights into consumer behavior across television, radio, digital media, and emerging platforms. Their mission is to provide the most complete and unbiased view of consumers and markets worldwide.
