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 in the media and entertainment ecosystem.
Role type
Senior Director, Customer Success Management
Builds
Enterprise customer success programs and strategic account plans for global media and technology clients
Domain
Media and Entertainment / Metadata / Technology
Deliverable
client delivery
Required skills
Global account management, team leadership and mentoring, stakeholder mapping, joint business planning, churn mitigation, executive engagement, RFP/RFI management, KPI design, product adoption strategy, quality escalation management
Preferred skills
Experience with AI-driven content discovery, data-driven solution presentation, change management, upsell opportunity identification
Technologies
Enterprise metadata platforms, AI content discovery systems
Responsibilities
Lead and mentor a team of enterprise CSMs; Execute Joint Business Plans and Quarterly Business Reviews; Manage renewal cycles and monitor client health; Partner with Sales on multi-year strategic client plans; Drive feature adoption and manage client readiness for new releases; Resolve complex quality escalations and support Root Cause Analyses; Create and deliver QBR presentations.
Seniority
Director, hands-on leadership
