Lead Specialist - Customer Success at Wood Mackenzie

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 EMEA Customer Success Team—someone 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, you’ll work as an individual contributor and engage with low to high-value customers across multiple sectors and regions. You’ll engage with customers to help them discover the full potential of Wood Mackenzie’s 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, you’ll play a pivotal role in delivering value and satisfaction throughout the customer lifecycle.
• You’ll 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

We’re looking for someone with a strong blend of strategic thinking, communication, and operational acumen. The ideal candidate will bring:

• 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 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