Customer Success Platform(CSP) Product Owner

Company: NielsenIQ
Industry: Product & Operations
Location: USA

Company Description
<p>R26_0005560|US</p>
<p><strong>This is a remote position for anyone currently living in the Unites States. </strong></p>
Job Description
<p>This job will be centered in supporting NIQ’s enterprise deployment of Gainsight as the customer success platform—translating NIQ business processes into scalable Gainsight workflows, playbooks/CTAs, and executive reporting. Own partner execution with Gainsight PS, coordinate cross-functionally (IT, CS Ops, CSMs, Sales), and drive adoption.</p>
<p>Key Responsibilities</p>
<ul>
<li>Implementation leadership & vendor coordination: Own day-to-day delivery with Gainsight (scope, plan, milestones, RAID), including contract/PS coordination as needed.</li>
<li>Enterprise process design in Gainsight: Convert NIQ CS motions into Gainsight workflows—health scoring inputs, risk register logic, playbooks, and standardized operating rhythms.</li>
<li>Playbooks / CTAs / reporting: Define and configure CTAs, success plans, journeys (as applicable), dashboards, and exec reporting; align playbooks across teams to reduce manual burden.</li>
<li>Champion network & change management: Coordinate “client success champions” (regional/service-line representatives) to validate workflows, define best practices, and drive adoption/training.</li>
<li>Governance & enablement: Establish governance, documentation, admin standards, and partnership with training to support global scaling post-launch.</li>
</ul>
Qualifications
<p>Must-have Qualifications</p>
<ul>
<li>Proven Gainsight enterprise deployment experience (preferably global/multi-region rollout), including implementation phases from discovery → configuration → go-live → scale.</li>
<li>Hands-on Gainsight administration (configuration, user/permission model, lifecycle management, reporting/dashboards).</li>
<li>Cross-functional delivery leadership with IT/data, CS Ops, CSM teams, and Sales; ability to translate process into system configuration.</li>
<li>Implementation risk management: Ability to anticipate common failure modes (governance gaps, tech/data services constraints, enablement shortfalls).</li>
</ul>
<p>Preferred Experience</p>
<ul>
<li>Prior work in large/complex enterprise deployments (multi-geo, multi-business unit) with phased MVP then scale approach.</li>
<li>Experience designing automated risk detection + operational response (alerts → CTAs → playbooks).</li>
<li>Experience partnering with vendor PS teams under tight resourcing/timelines.</li>
</ul>
<p>Soft Skills</p>
<ul>
<li>Operator mindset: can turn complexity into working processes and system decisions.</li>
<li>Influence without authority: aligns regional leads and frontline teams on common playbooks.</li>
</ul>
Additional Information
<p>This role has a market-competitive salary with an anticipated base compensation of the following range: $132,000 - $150,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a sales-based incentive or performance-based bonus. Other benefits include flexible working environment, comprehensive health insurance, industry-leading parental leave, life insurance, education support and more. </p>
<ul>
<li>Comprehensive healthcare plan (medical, Rx, dental, and vision). </li>
<li>Flexible spending accounts and a Health Savings Account (including company contributions). </li>
<li>Life and AD&D insurance. </li>
<li>401(k) retirement plan including company matching contributions. </li>
<li>Disability insurance. </li>
<li>Tuition Reimbursement. </li>
<li>Discretionary paid time off program and 11 paid holidays. </li>
</ul>
<p><strong>Our Benefits</strong></p>
<ul>
<li>Flexible working environment</li>
<li>Volunteer time off</li>
<li>LinkedIn Learning</li>
<li>Employee-Assistance-Program (EAP)</li>
</ul>
<p>NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.</p>
<p><strong>About NIQ</strong></p>
<p>NIQ is the world’s leading consumer intelligence company, delivering the most complete …