Senior Customer Success Manager - Financials

Wood Mackenzie India Private Limited; New York (NY); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Wood Mackenzie is seeking a Senior Specialist, Customer Success in New York City to support a portfolio of financial and professional services clients. You will drive onboarding, adoption, and retention while building trusted relationships with key users and stakeholders.

You will leverage our research, data, and analytics to inform investment decisions and risk management, collaborating with Sales, Product, and Research teams in a fast-paced, hybrid environment.

Qualifications

• Bachelor's degree in Business, Finance, Economics, Energy Studies, or related field.
• 3+ years of experience in Customer Success, Account Management, Client Services or related roles.
• Experience supporting financial services, professional services, consultancies, research, data, or SaaS customers preferred.
• Experience managing a portfolio of B2B customer relationships.

Responsibilities

• Create and execute customer success plans aligned to customer objectives and business priorities.
• Deliver onboarding experiences that accelerate time-to-value for new users.
• Proactively engage users to encourage adoption of Wood Mackenzie products and services.
• Build strong relationships with key users and commercial stakeholders.
• Conduct regular account reviews to assess customer health, engagement, and progress toward objectives.
• Monitor account health and identify risks to customer adoption and retention.
• Develop action plans to address customer challenges and drive positive outcomes.
• Partner with Sales to support renewal discussions through usage insights and customer intelligence.
• Identify opportunities to expand engagement through increased adoption of existing solutions.
• Analyze customer usage trends and engagement data to identify opportunities and risks.
• Conduct Quarterly Business Reviews focused on objectives, outcomes, and value realization.
• Translate customer feedback into actionable recommendations for internal teams.
• Maintain accurate customer records and engagement history within Salesforce.
• Collaborate with Product Specialists, Sales, Research, and other teams to support customer outcomes.
• Share customer insights to improve the customer experience and drive best practices.

Skills

Relationship-building

Stakeholder management

Verbal & written communication

Analytical mindset

Planning & organization

CRM (Salesforce)

Education

Bachelor's degree in Business, Finance, Economics, Energy Studies, or related field

Tools

Salesforce

Job description

Wood Mackenzie is seeking a Senior Specialist, Customer Success in New York City to support a portfolio of financial and professional services clients. You will drive onboarding, adoption, and retention while building trusted relationships with key users and stakeholders.

You will leverage our research, data, and analytics to inform investment decisions and risk management, collaborating with Sales, Product, and Research teams in a fast-paced, hybrid environment.