Lead Specialist, Customer Success - Energy Trading

Wood Mackenzie Limited; Greater London; On-site; GBP 70,000 - 120,000; Full time

Job summary

Wood Mackenzie Limited is seeking a Customer Success Manager to act as the primary advocate and strategist for clients in real-time trading environments. You will lead engagements with energy traders, risk managers, and analysts to unlock value from our tools and data.

You will drive QBRs, success planning, and playbook development, coordinating with cross-functional teams to ensure measurable ROI and client satisfaction in fast-moving energy markets.

Qualifications

• Experience engaging with the trading community within oil, gas, and power markets.
• Strong knowledge of real-time and short-term energy markets, data use cases, and volatility drivers.
• Able to explain technical concepts and tools (APIs, data feeds, analytics platforms) to technical and business stakeholders.

Responsibilities

• Build and nurture strategic relationships with short-term, real-time focused clients (e.g., traders, risk teams, and market analysts).
• Plan and execute Quarterly Business Reviews (QBRs) and develop customer success plans, emphasizing actionable outcomes and ROI.
• Create and maintain customer playbooks tailored to real-time trading workflows and responsive data needs.

Skills

Trading community experience

Real-time energy markets

APIs & data feeds explanations

QBRs & success planning

Playbooks development

Cross-functional collaboration

Relationship building

Problem solving under pressure

Tools

Analytics platforms

Job description

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 Customer Success Manager, you will serve as the primary advocate and strategist for clients in the trading arena—particularly those focused on short-term, real-time markets. You’ll work autonomously and proactively, partnering with cross-functional teams to help energy traders, risk managers, and analysts unlock value from our tools and data across the business. You’ll lead QBRs, success planning, playbook execution and development, training sessions, coordinate presentations and other value add engagement and ensure our clients see immediate, impactful results.

Key Responsibilities

• Build and nurture strategic relationships with short-term, real-time focused clients (e.g., traders, risk teams, and market analysts).
• Plan and execute Quarterly Business Reviews (QBRs) and develop customer success plans, emphasizing actionable outcomes and ROI.
• Create and maintain customer playbooks tailored to real-time trading workflows and responsive data needs.
• Facilitate client onboarding and live training sessions to ensure users integrate our insights into their workflows.
• Serve as the voice of the customer, driving cross-functional alignment—including support, product, analytics, and tech teams—to resolve issues and capture opportunities.
• Proactively monitor customer health metrics, usage data, and feature engagement; escape and mitigate risks to prevent churn.
• Identify expansion opportunities through deep understanding of clients’ evolving workflows and technology needs.
• Act as an internal educator, sharing client challenges and feature requests with the broader team to inform product development.

Essential Competencies & Experience

• Technical & Industry Expertise
• Deep experience engaging with the trading community, especially within oil, gas, and power markets.
• Strong knowledge of real-time and short-term energy markets, data use cases, and volatility drivers.
• Comfortable explaining technical concepts and tools (e.g., APIs, data feeds, analytics platforms) to both technical and business stakeholders.
• Customer Success & Strategic Thinking
• Proven track record with QBRs, success planning, and developing scalable playbooks for complex customer profiles.
• Highly proactive, with a “self‑starter” mindset—capable of working independently, managing priorities, and driving outcomes.
• Skilled at problem‑solving, with the ability to navigate fast‑paced, high‑stakes customer environments.
• Relationship & Communication Skills
• Exceptional relationship‑building skills—able to connect with traders, analysts, and power market stakeholders.
• Effective communicator, both oral and written; skilled at translating data/technical offerings into business value.
• Empathetic, patient, and responsive—especially under pressure, adapting to client urgency and real-time demands.
• Cross-Functional Collaboration
• Experience working in matrixed environments and have evidence of flourishing in collaborative settings alongside sales, product/research, product specialists, and support.
• Able to balance SLA-driven expectations and short-response timelines with strategic, long-term engagement.

Why Wood Mackenzie? Join an industry-leading team delivering insights that shape global energy markets. Advance your career in a fast-evolving, impactful space—helping clients solve real-time market challenges. Be part of a supportive culture that values autonomy, collaboration, and innovation.

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 (including pregnancy, sexual orientation, and gender identity), national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov

If you like wild growth and working with happy, enthusiastic over‑achievers, you'll enjoy your career with us! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.