Job Description

As the primary point of contact for assigned customers and partners within Gracenote, this role involves comprehensive relationship management. The position requires proactive communication, troubleshooting, and quality management, while also focusing on upsell prospects and customer health. Key responsibilities include handling escalations, developing action plans, managing reports and dashboards, coordinating product updates and integrations, and maintaining customer-specific playbooks. This role demands a blend of customer service, industry expertise, and strategic thinking to ensure customer satisfaction and to drive business growth.

As a Customer Success Manager you will:
Serve as the primary point of contact for assigned customers and partners
Establish and maintain regular check-ins, including dashboard and report reviews
Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items.
Monitor and ensure adherence to contractual commitments, including SLAs
Stay informed and drive engagement around upcoming renewals




Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use cases with a focus on upsell opportunities
Provide input on overall customer and partner health
Handle 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 customers/partners
Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports
Coordinate setup of non-standard customer reports and dashboards as needed
Review key performance indicators (KPIs) regularly with customers/partners
Communicate essential details to customers/partners about product retirements and replacement solutions
Ensure customer readiness for current product features integration
Create Product Inquiry tickets and coordinate customer responses
Create and maintain customer and partner-specific playbooks

📌 Customer Success Manager I Mumbai
🏢 The Nielsen
📍 Mumbai