Customer Success Manager II

As a Customer Success Manager, you will serve as the primary point of contact for global top and tier-1 assigned customers and partners. In this role, you will blend high-touch relationship management, proactive communication, and industry expertise to ensure customer satisfaction, drive account health, and unlock business growth.

You will manage everything from high-level strategic reviews and upsell opportunities to operational quality management, escalations, and custom playbooks.
Key Responsibilities
Relationship & Account Health Management

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Serve as the main point of contact for top-tier global customers and partners, maintaining regular check-ins and dashboard/report reviews.

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Deliver impactful Quarterly Business Review (QBR) presentations, capturing highlights and driving actionable follow-ups.

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Monitor contractual commitments and Service Level Agreements (SLAs) to ensure full compliance.

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Stay ahead of upcoming renewals, gather feedback on strategic customer goals, and recommend solutions to uncover upsell opportunities.

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Provide continuous input on overall customer and partner account health.

Escalation & Quality Management

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Act as the escalation point for unresolved Customer Care issues, collaborating across internal departments to deliver timely resolutions and preventive strategies.

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Create and track action plans for quality trends, giving customers regular progress updates.

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Coordinate, finalize, and deliver Root Cause Analyses (RCAs) for Severity Level 1 discrepancies and recurring quality trends.

Data, Reporting & Product Operations

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Identify key accounts to receive standard and non-standard Customer Dashboards, Quality Reports, and Product Usage Reports.

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Regularly review Key Performance Indicators (KPIs) alongside customers and partners.

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Coordinate metadata setup for new license and partnership deals.

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Oversee customer deliveries and communication for limited-release products.

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Generate Product Inquiry tickets and ensure prompt internal alignment and customer responses.

Change Management & Enablement

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Guide customers through product retirements, seamless feature integrations, and replacement solutions.

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Develop and maintain customer- and partner-specific playbooks to standardize success processes.

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Experience: 3+ years of account management or customer success experience, with a proven track record of driving customer satisfaction and strong relationships.

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Language Skills: Excellent written and verbal English communication skills. For select LatAm and Brazil regions, fluent Spanish or Portuguese written and verbal skills are required.

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Availability & Travel: Ability to work daytime hours corresponding to your assigned customer region, with flexibility to travel to customer sites or trade shows as needed.

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Problem Solving & Analytics: Strong data analysis skills—ability to interpret usage metrics and turn data into clear customer insights. Proven capacity to resolve complex issues with win-win solutions.

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Communication & Presentation: Polished presentation skills with high attention to detail and strong documentation habits.

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Adaptability & Organization: Ability to prioritize multiple responsibilities efficiently in a fast-paced, evolving product landscape.

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Technical Aptitude: Proficiency with Google Suite and Microsoft Office Suite.

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Growth Mindset (Plus): Prior experience identifying upsell opportunities and recommending strategic product solutions.

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @ address. If you're unsure about the authenticity of a job offer or communication, please contact Nie