India Customer Success Leader

Job description

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered through advanced analytics and state-of-the-art platforms—NIQ delivers the Full View™. NIQ operates in 100+ markets, covering more than 90% of the world’s population. For more information, visit https://www.niq.com.   India Customer Success Leader Location: Gurgaon/ Mumbai The Role We are seeking a transformational Customer Success & Consulting Leader to drive strategic growth, customer value realization, and executive engagement across NielsenIQ’s FMCG and Technology & Durables businesses in India. This leader will define and execute the customer success strategy, build deep C-suite relationships, and position NIQ as a trusted strategic partner for some of India's leading organizations. The successful candidate will combine strong commercial acumen, consulting expertise, customer leadership, and people management capabilities to accelerate growth, strengthen client partnerships, and deliver measurable business outcomes. They will serve as the voice of the customer internally while influencing strategic decisions across Commercial, Product, Analytics, Data Science, and Operations teams. This highly visible leadership role offers the opportunity to shape a future-ready Customer Success organization, foster a culture of collaboration and excellence, and influence the future direction of NielsenIQ's customer engagement model   Key Leadership Accountabilities Strategic Customer Leadership • Build and manage strategic relationships with C-suite executives across key customer accounts, positioning NIQ as a trusted advisor and growth partner for both the verticals. • Act as the voice of customers within NielsenIQ, ensuring customer priorities are reflected in product innovation, business planning, and service delivery strategies • Lead customer transformation conversations, connecting market intelligence, analytics, and insights to measurable business outcomes.  Drive customer adoption, value realization, retention, and long-term partnership growth. • Serve as the executive escalation point for critical customer opportunities and challenges.   Drive Commercial Growth • Drive a disciplined account growth strategy by identifying whitespace opportunities, expanding strategic partnerships, and accelerating cross-sell and upsell initiatives. • Partner closely with Commercial, Product, Pricing, and Operations teams to unlock sustainable growth and maximize customer lifetime value. • Influence revenue growth by aligning customer priorities with NIQ capabilities and innovation roadmap. • Create a scalable framework for value-based customer engagement that strengthens loyalty and accelerates growth. Lead a High-Performing Organization • Inspire, align, and empower a high-performing Customer Success and Consulting organization to achieve ambitious growth and customer impact objectives. • Develop future-ready capabilities and a strong leadership pipeline through coaching, talent development, mentoring, and succession planning. • Foster a culture of collaboration, accountability, innovation, customer centricity, and excellence. • Drive organizational effectiveness through clear governance, workforce planning, resource allocation, and fit-for-purpose operating models. • Champion employee engagement, inclusion, and continuous learning to build a best-in-class Customer Success function. Shape Cross-Functional Strategy • Influence strategic priorities and decisions across Commercial, Product, Data Science, Engineering, Operations, and Analytics teams to deliver integrated customer outcomes. • Translate customer needs and market opportunities into clear priorities for business planning, solution development, and service innovation. • Lead cross-functional initiatives that improve customer experience, operational excellence, solution adoption, and overall business performance. • Establish strong alignment and accountability across functions to ensure consistent execution against strategic customer commitments. • Contribute customer and market perspectives to NielsenIQ’s broader India business strategy and innovation agenda.   Establish Customer Success Excellence • Define and institutionalize Customer Success methodologies, performance standards, governance mechanisms, and operating rhythms across the organization. • Build differentiated and scalable customer engagement models based on customer needs, strategic value, and growth potential. • Establish a disciplined approach to measuring customer health, adoption, value realization, satisfaction, retention, and growth. • Leverage customer insights, market intelligence, and performance data to proactively identify risks, resolve barriers, and unlock growth opportunities. • Drive continuous improvement across customer experience, service quality, consulting effectiveness, and operational efficiency. • Embed best practices and capability-building programs that strengthen Customer Success maturity and deliver consistent customer outcomes.   What Success Looks Like The successful leader will: • Elevate NielsenIQ's stra