Lead Specialist - Customer Success

Wood Mackenzie; Calgary; On-site; CAD 80,000 - 120,000; Full time

Job summary

Wood Mackenzie is seeking a Lead Customer Success Specialist to enhance customer experiences and drive results in the renewables sector. This role involves building relationships, guiding customers through their journey, and ensuring they maximize the value of their investments. Ideal candidates will have strong strategic thinking and communication skills, along with experience in customer-facing roles.

Qualifications

• Significant experience in a customer-facing role, preferably with senior executives.
• Working knowledge of the Power and Renewable sector is highly preferred.
• Ability to anticipate customer needs and manage multiple priorities.

Responsibilities

• Build and maintain strong relationships with assigned customer accounts.
• Collaborate with customers to ensure they realize the full value of their subscriptions.
• Conduct Quarterly Business Reviews (QBRs) to present data-driven insights.

Skills

Strategic thinking

Communication

Operational acumen

Customer health metrics

Presentation skills

Problem-solving

Interpersonal skills

Tools

Salesforce

Gainsight

Microsoft Office Suite

Job description

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Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience. Our team of over 2,400 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.

WoodMac.com

• 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 Team — someone who thrives on building relationships, solving challenges, and helping customers unlock the full potential of their investments. Do you have previous experience within the power and renewables sector?

As a CS Lead Specialist, you’ll work as an individual contributor and engage with low to high-value customers across multiple sectors and regions. Your role involves helping customers discover the full potential of Wood Mackenzie’s products and services. You will act as a strategic advisor, designing success programs tailored to customer goals and business outcomes for immediate or future needs. From onboarding to renewal, you’ll be pivotal 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 closely with the wider business to streamline and structure 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, identify risks early, and implement 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:

• Significant experience in a customer-facing role, preferably with senior executives at Fortune 1000 companies
• Working knowledge of the Power and Renewable 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

At Wood Mackenzie, you’ll 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 you're ready to grow your career and make an impact, we encourage you to apply.

Apply today and help us shape the future of energy.

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

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