Director Customer Success
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Job Summary
Wood Mackenzie is the global leader in analytics insights and proprietary data across the entire energy and natural resources landscape.
For over 50 years our work has guided the decisions of the worlds most influential energy producers utilities companies financial institutions and governments.
Now with the worlds energy system more complex and interconnected than ever before sector-specific views are no longer enough. Thats why weve redefined whats possible with Intelligence Connected.
By fusing our unparalleled proprietary data with the sharpest analytical minds all supercharged by Synoptic AI we deliver a clear interconnected view of the entire value chain. Our trusted team of 2700 experts across 30 countries breaks siloes and connects industries markets and regions across the globe.
This empowers our customers to identify risk sooner spot opportunities faster and recalibrate strategy with confidence whether planning days weeks months or decades ahead.
Wood Mackenzie
Intelligence Connected
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
Company
Wood Mackenzie is the global research analytics and consultancy business powering the natural resources industry. For 50 years we have delivered highquality data analytics and insight that customers rely on to make confident decisions.
Across oil gas & LNG power & renewables chemicals metals & mining and other key sectors our 1900 employees in 30 locations support clients in nearly 80 countries. Together we help accelerate the worlds transition to a more sustainable future. Learn more at .
Role Purpose
As Wood Mackenzie continues its transformation into a modern productled SaaS organization Customer Success is becoming a critical engine for customer value retention and longterm growth. The Director of Customer Success will play a key leadership role in operationalizing Customer Success across regions driving excellence in onboarding adoption engagement and advocacy. You will embed Customer Success into the company culture champion our products and ensure customers achieve measurable outcomes. This role is ideal for a disciplined operator who excels at scaling teams building processes and partnering crossfunctionally to deliver commercial impact.
Main Responsibilities
Operational Excellence & CS Foundations
Build and refine the foundational processes systems and operating model that enable a consistent scalable and highperforming Customer Success organization.
Drive disciplined operational execution by establishing clear plans milestones risk management approaches and strong accountability across the team.
Analyze existing processes to identify opportunities to streamline automate and simplify workflows to improve efficiency and scalability.
Establish and enforce standardized best practices playbooks and success frameworks for enterprise customers.
Implement technology tooling and workflows that improve visibility efficiency and decisionmaking across the customer lifecycle.
Support the buildout of the new Customer Success Platform including process design enablement and playbook development.
Customer Lifecycle Adoption & Value Realization
Ensure a consistent highquality postsale experience that drives adoption engagement satisfaction and measurable customer outcomes.
Own the postsale phase of the customer journey for both new customer onboarding and existing customer success programss ensuring strong adoption retention and health across regional and enterprise accounts.
Drive core Customer Success outcomes including improved GRR/NRR higher product adoption increased customer satisfaction and NPS and expanded advocacy.
Use GRR/NRR insights to identify risks highlight growth opportunities and drive targeted actions that strengthen commercial performance.
Analytics Reporting & Continuous Improvement
Develop and utilize metrics and KPIs to measure regional and global CS performance identifying trends related to usage satisfaction and operational efficiency.
Produce clear reporting on customer health risks escalations and trends to inform leadership and guide strategic actions.
Continuously refine the customer journey reinforcing consistent repeatable touchpoints across customer segments.
CrossFunctional Leadership & Alignment
Partner closely with Sales to coordinate retention and expansion strategies and ensure a seamless handoff and ongoing collaboration.
Work closely with Product to provide actionable Voice of Customer insights and influence product roadmap priorities.
Collaborate with Research teams to ensure customers fully leverage Woodmacs content analysis and domain expertise.
Provide executivelevel visibility into customer trends risks and opportunities.
Contribute to crossfunctional operational reviews and support progress reporting to the SVP Customer Organization.
Team Leadership & Talent Development
Manage and develop a highperforming team of Customer Success Senior Managers and specialists focused on adoption engagement and value realization.
Mentor and coach CSMs to mature into strong trusted advisors and operational leaders.
Support development of compensation plans operating models and career paths aligned with team responsibilities and business goals.
Foster an inclusive engaged and highaccountability team culture with strong performance management discipline.
About You
You have:
5 years leading Customer Success teams within a B2B SaaS or Technology organization.
10 years of being in Customer Success including related disciplines for a broad range of experience in post-sale work.
Strong leadership experience including managing managers and leading through multiple layers.
A strategic analytical mindset with the ability to operationalize solutions at-scale.
Deep customer empathy paired with strong commercial instincts (renewals expansion longterm value).
Patience to help us tune our operations based on where we are today and a vision for future operational excellence.
Excellent communication and stakeholder management skills across all levels including Csuite.
Experience scaling CS operations and driving crossfunctional initiatives.
(Nice to have) Experience in oil & gas energy or natural resources.
Role Expectations
Hybrid working modelminimum two days in office weekly (subject to change).
Flexibility to work across global time zones.
Ability to set and achieve team performance targets including retention and expansion goals.
Ability to foster strong employee engagement and talent development.
Act as a role model of Wood Mackenzie values integrity and leadership behavior.
Wood Mackenzie Values
Inclusive we succeed together
Trusting we choose to trust each other
Customer Committed we put customers at the heart of every decision
Future Focused we accelerate change
Curious we turn knowledge into action
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:
Director
Key Skills
About Company
Empower strategic decision-making in global natural resources with quality data, analysis and advice. Discover the latest insights and reports online.
