Lead Customer Success Specialist - Energy Strategics

Wood Mackenzie Inc.; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Wood Mackenzie Inc. is seeking a Lead Customer Success Manager to support strategic Natural Resources customers in Houston and across North America.

You will partner with the CSM and AM to strengthen local relationships and drive value from Wood Mackenzie investments. This senior individual contributor role combines energy industry knowledge with strong stakeholder management, focusing on adoption, renewals, and growth opportunities across multiple products.

Qualifications

• Experience leading senior stakeholder engagements across global accounts.
• Proven ability to drive product adoption and customer value.
• Excellent communication and presentation skills required.

Responsibilities

• Build local presence and extend the global account team with North American stakeholders.
• Develop and execute coordinated strategies for each customer in the portfolio.
• Increase the frequency and quality of in-person engagement with Houston-based users.
• Identify risks, renewal strategies, and expansion opportunities for key accounts.
• Collaborate across Research, Product, Training, Support, and Sales to align resources.

Skills

Relationship-building

Stakeholder management

Communication skills

Strategic thinking

Education

Bachelor’s degree in Business, Finance, Economics, Energy, Geoscience, Engineering, or related field

Job description

Lead Customer Success Manager

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

Wood Mackenzie is looking for a Lead Customer Success Manager to support a select group of our most strategic Natural Resources customers with significant user and stakeholder communities in Houston and across North America. Working as an extension of the broader account team, you will partner closely with the Customer Success Manager (CSM), Account Manager (AM), and other internal stakeholders to strengthen our local presence and deepen relationships with key customer stakeholders and user communities. You will help customers realize greater value from the full breadth of their Wood Mackenzie investment, connecting their business priorities and workflows to the right research, data, analytics, products, and expertise. Your local presence will enable more frequent and meaningful engagement, stronger adoption, and earlier identification of customer needs, risks, and growth opportunities. This is a senior individual‑contributor role for someone who combines executive presence, energy industry knowledge, commercial awareness, and a strong customer mindset and who thrives working collaboratively across complex, global accounts.

Why This Role Matters

Our largest Natural Resources customers are complex, global organizations with significant stakeholder and user communities based in Houston and across North America. While these customers are supported by global CSMs and Account Managers, local presence is critical to building deeper relationships, increasing engagement, and understanding how customers are using Wood Mackenzie in their day‑to‑day workflows.

In this role, you will provide that local Customer Success presence, working alongside existing account teams to extend their reach and strengthen engagement across key North American stakeholders. You will help ensure that we understand customer needs at every level, from individual users to senior decision‑makers, and connect those needs to the breadth of Wood Mackenzie’s capabilities.

Portfolio Scope

Select portfolio of strategic global Natural Resources customers with significant North American presence

Close partnership with the designated CSM and Account Manager for each customer

Significant focus on customer stakeholders and user communities based in Houston

Engagement across multiple customer business units, functions, and Wood Mackenzie products

Stakeholders across areas including upstream, strategy, corporate planning, commercial, finance, market analysis, downstream, energy transition, and other key functions

What You’ll Do

Partner with the Account Team

Work closely with the assigned CSM and Account Manager to execute a coordinated strategy for each customer

Serve as a local extension of the account team for North American stakeholders and user communities

Develop a strong understanding of account objectives, customer priorities, renewal strategies, risks, and growth opportunities

Maintain clear communication with the global account team to ensure local customer insights inform the broader account strategy

Coordinate with Product Specialists, Research, Training, Support, and other internal experts to bring the right Wood Mackenzie resources to the customer

Provide continuity between local customer engagement and the overall global customer relationship

Deepen Local Customer Engagement

Build trusted relationships with key customer stakeholders and user communities in Houston and across North America

Increase the frequency and quality of in‑person engagement with strategic customers

Develop an understanding of customer workflows, business priorities, challenges, and evolving needs

Help customers connect their priorities to the relevant capabilities across their Wood Mackenzie subscriptions

Identify opportunities to strengthen engagement with underutilized products, teams, or user groups

Support strategic meetings, business reviews, workshops, and other high‑value customer engagements alongside the broader account team

Drive Adoption & Customer Value

Help customers maximize value from the full breadth of their Wood Mackenzie portfolio, rather than focusing on a single product or solution

Identify adoption gaps and partner with CSMs to develop targeted engagement plans

Connect customers to relevant Wood Mackenzie research, data, analytics, training, products, and subject matter experts

Use engagement, usage, and customer health data to identify opportunities for deeper adoption

Help demonstrate the value Wood Mackenzie delivers against customer priorities and workflows

Identify Risk & Growth Signals

Act as an additional set of eyes and ears for the broader account team, identifying changes in customer sentiment, priorities, organizational structure, or engagement

Surface potential adoption or relationship risks early and partner with the CSM and AM on mitigation plans

Identify emerging customer needs and potential whitespace through regular stakeholder engagement

Share expansion signals and opportunities with the Account Manager to support the broader commercial strategy

Ensure insights gained through local engagement are documented and incorporated into account planning

Be the Voice of the Customer

Capture customer feedback and translate it into actionable insights for the broader account team

Bring customer needs and market themes back to Product, Research, and Customer Organization teams

Advocate for the customer while ensuring alignment with overall account strategy

Help identify recurring needs across strategic Natural Resources customers that can inform broader Customer Success practices

Success Looks Like

Increasing the depth and frequency of engagement with North American stakeholders across assigned strategic customers

Establishing strong relationships with key Houston‑based users and decision makers

Improving adoption and engagement across the breadth of customers’ Wood Mackenzie subscriptions

Expanding stakeholder coverage and reducing dependency on a limited number of customer contacts

Identifying customer risks, changes, and opportunities earlier through closer local engagement

Providing the CSM and AM with meaningful customer intelligence that strengthens account planning

Identifying expansion signals and connecting those opportunities back to the Account Manager

Creating a seamless customer experience between local engagement and global account ownership

Becoming a trusted and highly integrated member of each customer’s broader account team

What Makes This Role Unique

Local impact, global accounts: Build relationships on the ground in Houston while supporting some of Wood Mackenzie’s largest global customers

Partnership model: Work alongside existing CSMs and Account Managers rather than operating as a standalone account owner

Breadth of exposure: Engage customers across the full range of Wood Mackenzie products and capabilities

Strategic relationships: Build relationships across both key user communities and senior stakeholders

Cross‑functional collaboration: Connect customers to expertise across Research, Product, Training, Support, Sales, and Customer Success

Commercial impact: Help protect and grow strategic relationships by improving engagement, adoption, and visibility into customer needs

High autonomy: Operate independently in the Houston market while remaining closely connected to the global account team

What Great Looks Like

The strongest candidates will: Build credibility quickly with both senior stakeholders and day‑to‑day users; Understand the energy industry and the challenges facing large, global Natural Resources companies; Be comfortable working across a broad portfolio of products without needing to be the subject matter expert in every solution; Know when to lead a customer conversation themselves and when to bring in specialist expertise; Excel at working within a team‑based account model, sharing information and coordinating effectively with CSMs and Account Managers; Be naturally curious and skilled at uncovering customer needs through meaningful conversations; Recognize customer risk and commercial signals and know how to bring those insights back to the appropriate account owner; Navigate complex global organizations and build relationships across functions and levels; Balance high autonomy locally with strong collaboration globally.

About You

Experience Proven experience supporting complex, high‑value B2B customer relationships; Bachelor’s degree in Business, Finance, Economics, Energy, Geoscience, Engineering, or a related field, or equivalent professional experience; Experience in Customer Success, account management, consulting, commercial, research, or another client‑facing role; Demonstrated ability to develop relationships with both day‑to‑day users and senior stakeholders; Experience with major energy companies or other large, complex global organizations preferred.

Domain Knowledge

Strong understanding of the energy and Natural Resources industry

Knowledge of Upstream oil and gas strongly preferred, given the profile of the customer base

Broader understanding of the commercial, market, and strategic issues facing global energy organizations

Ability to understand customer priorities across a range of energy topics and connect those needs to relevant Wood Mackenzie capabilities

Ability to effectively navigate a broad product portfolio while leveraging internal subject matter experts for deeper product or domain expertise

Skills & Attributes

Exceptional relationship‑building and stakeholder management skills; Strong commercial awareness; Excellent presentation and communication skills; Strong analytical and problem‑solving mindset; Ability to identify customer needs, risks, and opportunities and translate them into action; Effective cross‑functional collaboration and internal coordination; Proactive, curious, and outcome‑oriented; Comfortable operating independently while working within a highly collaborative account team; Strong organizational skills and ability to manage multiple customer priorities concurrently.

Working Style

Houston‑based; Strong emphasis on in‑person engagement with Houston‑based customer stakeholders and users; Flexibility to collaborate with CSMs, AMs, and other colleagues across global time zones; Travel as needed for strategic customer engagement, approximately 10–20%.

Equal Opportunities

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.

Our Work Experience

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.