India Customer Success Leader

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 strategic position with key customers
Increase customer retention, advocacy, and lifetime value
Accelerate revenue growth across existing customer portfolios
Strengthen executive-level customer relationships
Improve Net Promoter Scores (NPS) and customer satisfaction metrics
Build a highly engaged and high-performing team
Drive greater adoption of NielsenIQ's analytics, measurement, and consulting solutions
Create a scalable and future-ready Customer Success organization
Why This Role?
This is not a traditional Customer Success leadership position.
It is an opportunity to lead a strategically important function at the intersection of customer growth, consulting, analytics, and commercial strategy. You will shape how some of the world's leading brands leverage data and insights to make critical business decisions while building a high-performing team and influencing the future direction of NielsenIQ's customer engagement model.
12+ years of progressive leadership experience across Customer Success, Consulting, Consumer Intelligence, FMCG, Retail, Analytics, Professional Services, or related industries.
Proven track record of leading large customer-facing teams, driving customer outcomes, and delivering sustainable business growth.
Demonstrated success building strategic client partnerships and influencing C-suite stakeholders.
Strong commercial mindset with experience identifying and converting growth opportunities through expansion, cross-sell, and value-based engagement.
Strong understanding of how data, analytics, insights, and measurement solutions drive business performance and customer outcomes.
Experience working with FMCG clients and a strong understanding of the consumer goods landscape will be a distinct advantage.
Experience in market research, consumer intelligence, data-driven consulting, or value-based solution selling is preferred

Employment type
Full-time

Work arrangement
No