Director of Customer Success: Scale Adoption & Value

Woodmac; Houston (TX); Hybrid; USD 190,000 - 240,000; Full time

Job summary

Wood Mackenzie in Houston is seeking a Director of Customer Success to lead regional CS initiatives as the company scales its modern, product-led SaaS platform. You will embed CS into the culture, champion products, and ensure customers achieve measurable outcomes across onboarding, adoption and advocacy.

The role requires 5+ years leading CS teams and 10+ years in post-sale functions, with a proven ability to build scalable processes, collaborate with Sales, Product and Research, and mentor

Qualifications

• 5+ years leading Customer Success teams within a B2B SaaS or Technology organization.
• 10+ years in Customer Success including related disciplines for post-sale work.
• Strong leadership experience, including managing managers and leading through multiple layers.
• A strategic, analytical mindset with the ability to operationalize solutions at-scale.
• Excellent communication and stakeholder management skills across all levels, including C-suite.

Responsibilities

• Build and refine the foundational processes, systems, and operating model that enable a scalable CS organization; drive disciplined execution with clear plans and accountability.
• Own the post-sale phase of the customer journey, driving onboarding, adoption, retention, health, and expansion across regions.
• Develop metrics and KPIs to measure CS performance and guide strategic actions.
• Partner with Sales, Product, and Research to provide Voice of Customer insights and influence roadmaps.
• Manage and develop a high-performing team of CS leaders and specialists.

Skills

CS Leadership

Strategic thinking

Cross-functional collaboration

Mentoring

Operational excellence

Job description

Wood Mackenzie in Houston is seeking a Director of Customer Success to lead regional CS initiatives as the company scales its modern, product-led SaaS platform. You will embed CS into the culture, champion products, and ensure customers achieve measurable outcomes across onboarding, adoption and advocacy.

The role requires 5+ years leading CS teams and 10+ years in post-sale functions, with a proven ability to build scalable processes, collaborate with Sales, Product and Research, and mentor