Head of Customer Success — Global CS Excellence

Wood Mackenzie; Houston (TX); Hybrid; USD 180,000 - 260,000; Full time

Job summary

Wood Mackenzie is seeking a Director of Customer Success to lead post‑sale value realization across regions, scale teams, and drive adoption, retention, and expansion for a global, product‑led SaaS organization.

You will partner with Sales, Product, and Research, build standardized playbooks, and deliver executive visibility into customer trends, risk, and opportunity across oil, gas, power, and renewables. Hybrid work model with two days in office weekly is expected.

Qualifications

• 5+ years leading Customer Success teams in a B2B SaaS or tech environment.
• 10+ years in Customer Success or related post‑sale disciplines.

Responsibilities

• Lead the Customer Success organization across regions to drive adoption, engagement, and measurable outcomes.
• Own post‑sale journey for onboarding, retention and expansion with strong GRR/NRR and NPS results.
• Develop and implement standardized playbooks, processes, and CS platforms for scalability.
• Partner with Sales, Product and Research to incorporate Voice of Customer into roadmap decisions.

Skills

Team leadership

CS management

Strategic mindset

Analytical thinking

Executive communication

Cross-functional collaboration

Job description

Wood Mackenzie is seeking a Director of Customer Success to lead post‑sale value realization across regions, scale teams, and drive adoption, retention, and expansion for a global, product‑led SaaS organization.

You will partner with Sales, Product, and Research, build standardized playbooks, and deliver executive visibility into customer trends, risk, and opportunity across oil, gas, power, and renewables. Hybrid work model with two days in office weekly is expected.