Customer Success Manager II

KEY RESPONSIBILITIES

What will the person have to do within this position; What are the overall obligations of this position and describe regular results of the job; Outline what has to be achieved and how does it contribute to the overall Company / department / team

 

• Establish a consistent cadence of proactive communication to monitor product utilization, drive user engagement, and accelerate adoption.
• Conduct continuous needs-assessments to document each client's specific business goals
• Track progress against defined success milestones over the customer lifecycle.
• Monitor portfolio health metrics and usage data systematically to identify churn risks early
• Execute tactical intervention plans that secure contract renewals.
• Analyze account growth and operational patterns to identify, qualify, and surface expansion and upsell opportunities to the commercial team.
• Maintain accurate and up-to-date documentation of account health, engagement history, and retention forecasts within internal CRM systems for management review.
• Synthesize client feedback trends to advocate for product enhancements that improve the customer experience
• Efficiently redirecting technical support inquiries to the appropriate reactive channels

 

COMPETENCIES & SKILLS

Give an overview of the types of competencies and skills (technical and / or soft skills) you need your successful candidate to have, indicating level of competencies where applicable. Eg.

• Excellent written and verbal communication skills; adept at simplifying complex concepts.
• Empathetic mindset; skilled at identifying and resolving core client pain points.
• Proactive problem-solver; comfortable navigating ambiguous customer issues.
• Strong time-management; proficient in balancing portfolio outreach with administrative priorities.
• Collaborative approach; strong interpersonal skills effective across diverse teams.
• Proficient in leveraging AI tools and productivity software to streamline workflows, enhance communication, and synthesize account data.
• Composed and performance-driven; thrives in high-stakes environments with tight deadlines and competing priorities.
• Analytical; adept at interpreting usage data to proactively identify portfolio risks and implement solutions.

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• Give an overview of the types of experience and qualifications you need your successful candidate to have; Do indicate level of competencies where applicable.
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• Bachelor’s degree in Business, Communications, Information Technology, Psychology or a related field
• Having 2 years working experience in customer-facing environment
• Demonstrated proficiency in juggling various responsibilities and projects concurrently
• Prior experience with customer success software or CRM platforms (such as HubSpot or Salesforce) is considered an advantage

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 nielsen.com 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 @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

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  nielsen.com  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 @ nielsen.com  address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.