Lead Specialist, Customer Success - Energy Strategics

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 world’s most influential energy producers, utilities companies, financial institutions and governments.

Now, with the world’s energy system more complex and interconnected than ever before, sector-specific views are no longer enough. That’s why we’ve redefined what’s 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 2,700 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

WoodMac.com

Wood Mackenzie Brand Video

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

Role Overview

As a Lead Customer Success Manager, you will serve as a senior strategic partner to a portfolio of complex, high-value clients. You will operate with autonomy and leadership, driving proactive engagement strategies that help customers unlock measurable value from our data, tools, and insights across their organizations.

In addition to managing key accounts, you will model best practices, contribute to scalable success frameworks, and elevate team performance through leadership and collaboration. You will lead Quarterly Business Reviews (QBRs), oversee success planning and playbook development, deliver training and value-driven engagements, and ensure customers realize sustained business impact.

Key Responsibilities

• Build and nurture executive-level and multi-threaded relationships within client organizations.

• Lead and elevate Quarterly Business Reviews (QBRs), driving outcome-focused conversations centered on ROI and strategic alignment.

• Develop and refine scalable customer success playbooks aligned to client workflows and evolving priorities.

• Oversee onboarding and adoption strategies to ensure seamless integration of our solutions.

• Act as the voice of the customer, partnering cross-functionally with sales, product, research, and support teams to resolve challenges and identify growth opportunities.

• Monitor customer health metrics and engagement trends; proactively mitigate risk and drive retention.

• Identify expansion opportunities through deep understanding of customer strategy, organizational priorities, and market dynamics.

• Share client insights internally to inform product development and continuous improvement.

• Provide leadership within the Customer Success team by mentoring peers and contributing to best practices.

Essential Competencies & Experience

Industry & Technical Acumen

• Experience supporting sophisticated, data-driven client segments.

• Strong understanding of how organizations leverage research, analytics, and technology to inform strategic decisions.

• Comfortable explaining technical capabilities (e.g., data integrations, platforms, APIs) to diverse stakeholder audiences.

Strategic Customer Success Leadership

• Demonstrated success leading complex accounts, driving QBRs, and developing strategic account plans.

• Proven ability to operate independently while influencing cross-functional stakeholders.

• Strong analytical and problem-solving skills in fast-paced environments.

• Experience mentoring others or contributing to team-wide process improvements.

Relationship & Communication Skills

• Exceptional executive presence and relationship-building capability.

• Clear, confident communicator who translates complex solutions into tangible business value.

• Empathetic and composed under pressure, balancing urgency with strategic focus.

Cross-Functional Collaboration

• Experience thriving in matrixed organizations and partnering across sales, product, research, and support teams.

• Ability to balance immediate customer needs with long-term strategic engagement.

Why Wood Mackenzie?

• Join an industry-leading organization delivering insights that shape global markets.

• Lead strategic customer partnerships that drive meaningful impact.

• Be part of a collaborative culture that values autonomy, leadership, and innovation.

• Organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines.

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 www.eeoc.gov 

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.