Senior Manager, Customer Success — Power & Tech

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

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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

The Senior Manager Customer Success for the Power & Tech vertical leads a team of Customer Success Managers supporting customers across power markets utilities renewables technology providers and energy transition workflows.

In this role you will ensure customers adopt and realize value from Wood Mackenzie solutions while driving retention customer health and daytoday team execution. This is a handson leadership role ideal for someone who thrives in coaching teams improving operational consistency and partnering crossfunctionally to support customer outcomes.

Main Responsibilities

Team Leadership

• Lead coach and develop a team of Customer Success Managers supporting Power & Tech customers.

• Build a culture of accountability customer empathy and proactive engagement.

• Support skill development in areas such as adoption management customer health assessment and renewal preparation.

Customer Outcomes & Execution

• Own retention adoption and customer health metrics for the Power & Tech portfolio.

• Guide CSMs in managing onboarding handoff adoption value realization and ongoing engagement.

• Support renewal strategy by ensuring customers are prepared well ahead of renewal cycles.

• Identify early risk indicators and help the team build actionable mitigation plans.

Operational Excellence

• Ensure consistent use of playbooks success plans QBRs and customer lifecycle processes.

• Track and report on KPIs such as adoption engagement health scores and GRR/NRR for your vertical.

• Use customer data and insights to help CSMs prioritize accounts improve customer experience and drive outcomes.

• Support rollout of new processes tooling and the Customer Success Platform within your team.

Customer Partnership & Advocacy

• Ensure CSMs are deeply embedding Lens and other WoodMac products into customer workflows.

• Support the development of customer success plans tied to measurable outcomes.

• Surface opportunities for customer advocacy references and success stories.

CrossFunctional Collaboration

• Work closely with Sales on renewal and expansion opportunities within Power & Tech accounts.

• Collaborate with Product to share Voice of Customer insights and help the team stay current on product updates.

• Partner with Research to ensure CSMs and customers fully leverage Power & Renewables content and expertise.

• Engage Support and Training teams to drive smoother issue resolution and improved enablement.

About You

You have:

• 23 years of experience leading or mentoring Customer Success Managers (or equivalent leadership within SaaS analytics or data-focused teams).

• Prior experience in B2B SaaS analytics data products or enterprise subscription businesses.

• Experience working with customers in power utilities renewables or technology (preferred not required).

• Strong customer-facing skills with the ability to support escalations coach others and influence stakeholders.

• Good commercial instincts around retention health and adoption drivers.

• Comfort interpreting data to guide decisions prioritize accounts and coach the team.

• Strong communication organization and operational discipline.

• A collaborative mindset and high degree of customer empathy.

• Intellectual curiosity and interest in the evolving power and energy transition landscape.

Role Expectations

• Hybrid working modelminimum two days per week in office.

• Work across time zones as needed for customers and internal meetings.

• Consistently achieve teamlevel KPIs including adoption health engagement and retention.

• Actively support CS leadership in planning forecasting and continuous improvement initiatives.

• Role model Wood Mackenzie values and contribute to a positive inclusive team culture.

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.