Lead Specialist - Customer Success
Lead Specialist - Customer Success
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Job Description
Wood Mackenzie is the global data and analytics business for the renewables energy and natural resources industries. Enhanced by technology. Enriched by human an ever-changing world companies and governments need reliable and actionable insight to lead the transition to a sustainable future. Thats why we cover the entire supply chain with unparalleled breadth and depth backed by over 50 years experience. Our team of over 2400 experts operating across 30 global locations are enabling customers decisions through real-time analytics consultancy events and thought leadership. Together we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.
Wood Mackenzie Values
- Inclusive we succeed together
- Trusting we choose to trust each other
- Customer committed we put customers at the heart of our decisions
- Future Focused we accelerate change
- Curious we turn knowledge into action
About the Role
Are you passionate about delivering exceptional customer experiences and driving impactful results Wood Mackenzie is looking for a Lead Customer Success Specialist to join our dynamic Americas Customer Success Teamsomeone who thrives on building relationships solving challenges and helping customers unlock the full potential of their investments.
As a CS Lead Specialist in this new role youll work as an individual contributor and engage with low to high-value customers across multiple sectors and regions Youll engage with customers to help them discover the full potential of Wood Mackenzies products and services. As a strategic advisor you will advocate and design success programs tailored to your customer goals and business outcomes for immediate or future needs. From onboarding to renewal youll play a pivotal role in delivering value and satisfaction throughout the customer this lead capacity you will drive customer satisfaction retention and growth by managing key customer relationships and supporting the development and execution of customer success strategies. You will also mentor and coach junior customer success representatives and help shape the customer success function.
Youll be part of our Customer Organization (CO)a division focused on retaining subscription revenue and delivering a high-quality customer experience. The CO includes teams that define CX strategy enable delivery and support customer needs at every level. You will work in close collaboration with the wider business with the goal of streamlining and structuring the customer journey for maximum impact and value.
Key Responsibilities
As a customer-facing leader you will guide customers through a digitally enabled high-touch engagement model. Your responsibilities will include:
- Build and maintain strong relationships with assigned customer accounts providing consistent proactive support.
- Collaborate with customers to ensure they realize the full value of their subscriptions aligning product usage with business goals.
- Lead effective onboarding experiences ensuring customers are trained supported and equipped with the right tools for success.
- Partner with internal teams to encourage early adoption and maximize product engagement.
- Track customer health metrics identifying risks early and implementing strategies for mitigation.
- Serve as the voice of the customer gathering feedback and sharing insights internally to drive continuous improvement.
- Conduct Quarterly Business Reviews (QBRs) presenting data-driven insights to measure progress and influence future direction.
- Work closely with Account Managers to identify growth opportunities support renewals and expand service adoption.
- Identify opportunities to refine customer success processes and share best practices across the team.
- Contribute to a customer-first culture by mentoring others and championing success-driven strategies.
About You
Were looking for someone with a strong blend of strategic thinking communication and operational acumen. The ideal candidate will bring:
Significant experience in a customer-facing role preferably with senior executives at Fortune 1000 companies
Working knowledge of the Power and Renewable Upstream Oil & Gas or Commodity sector is highly preferred
Proven experience using customer health metrics to drive successful outcomes
Excellent communication and interpersonal skills with the ability to influence and empathize
Strong presentation skills and experience delivering insights through QBRs or similar forums
High attention to detail and exceptional organizational skills
A curious collaborative mindset and a drive for continuous learning
Ability to anticipate customer needs solve problems proactively and manage multiple priorities
Experience with Salesforce and customer success platforms such as Gainsight is preferred
Proficiency with Microsoft Office Suite
Cultural awareness and appreciation for diverse teams and global business environments
Additional language skills are a plus
Why Wood Mackenzie
At Wood Mackenzie youll be part of a global team dedicated to delivering data and insights that power the energy transition. We foster a collaborative inclusive and purpose-driven culture where your voice matters and your contributions make a difference.
If youre ready to grow your career and make an impact we encourage you to apply.
Apply today and help us shape the future of energy.
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race colour religion age sex national origin disability or protected veteran status. You can find out more about your rights under the law at
If you are applying for a role and have a physical or mental disability we will support you with your application or through the hiring process.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
