Lead Customer Success Specialist - Energy Strategics

Wood Mackenzie•Houston, TX

8d•Onsite

About The Position

Wood Mackenzie is seeking a Lead Customer Success Manager to support a select group of its most strategic Natural Resources customers with significant user and stakeholder communities in Houston and across North America. This role involves partnering closely with the Customer Success Manager (CSM) and Account Manager (AM) as an extension of the broader account team to strengthen local presence and deepen relationships with key customer stakeholders and user communities. The goal is to help customers realize greater value from their Wood Mackenzie investment by connecting their business priorities and workflows to the appropriate research, data, analytics, products, and expertise. The local presence will facilitate more frequent and meaningful engagement, stronger adoption, and earlier identification of customer needs, risks, and growth opportunities. This is a senior individual-contributor role requiring executive presence, energy industry knowledge, commercial awareness, and a strong customer mindset, with an emphasis on collaborative work across complex, global accounts.

Requirements

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.
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.
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.

Nice To Haves

Experience with major energy companies or other large, complex global organizations preferred.

Responsibilities

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.
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.
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.
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.
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.