Director, Customer Success (Gracenote Division)
Core
Strategic partner for top-tier global accounts leading a team of enterprise CSMs to drive product adoption, maximize net revenue retention, and foster strategic growth.
Role type
Senior leadership Customer Success Manager (Team Lead)
Builds
Enterprise customer success programs and team performance for global media and technology clients
Domain
Media and Entertainment / Metadata
Deliverable
client delivery
Required skills
Global account management, team leadership and mentoring, strategic account planning, churn mitigation, stakeholder mapping, executive engagement, RFP/RFI/SOW management, KPI design, product adoption management, quality escalation resolution, data-driven analysis, project management
Preferred skills
Experience with AI integration in media, fluency in local languages, presentation capabilities
Technologies
Gracenote metadata platform, QBR tools, CRM systems
Responsibilities
Lead and mentor a team of enterprise CSMs; Execute Joint Business Plans and Quarterly Business Reviews; Manage renewal cycles and client health; Partner with Sales on multi-year strategic plans; Drive feature adoption and product lifecycle management; Resolve complex quality escalations and Root Cause Analyses.
Seniority
Senior, hands-on IC with leadership responsibilities
