Senior Specialist, Customer Success - Financials
About The Position
Wood Mackenzie is seeking a Senior Specialist, Customer Success to support a portfolio of Financial & Professional Services customers, including investment banks, asset managers, private equity firms, hedge funds, sovereign wealth funds, consultancies, and advisory organizations. In this role, you will help customers maximize the value of their Wood Mackenzie subscriptions by driving onboarding, adoption, engagement, and retention. You will build trusted relationships with key users and stakeholders, helping them leverage our industry-leading research, data, and analytics to make informed investment, strategy, and risk management decisions. This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced environment, enjoys building relationships, and is passionate about helping customers achieve measurable outcomes. Financial institutions operate in increasingly complex and volatile markets. Investment professionals are expected to make faster, more informed decisions while navigating evolving energy transition dynamics, commodity and power market volatility, shifting regulatory landscapes, geopolitical and macroeconomic uncertainty, and growing demands for data-driven investment strategies. As a Customer Success professional, you will partner with customers throughout their journey with Wood Mackenzie, ensuring they gain maximum value from our research, data, and analytical products.
Requirements
- Bachelor's degree in Business, Finance, Economics, Energy Studies, or a related field
- 3+ years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar customer-facing role
- Experience managing a portfolio of B2B customer relationships
- Interest in financial markets, investment research, commodities, energy, or related sectors
- Understanding of how financial institutions utilize research, data, and analytics to inform decision making
- Ability to connect customer objectives with Wood Mackenzie solutions
- Strong relationship-building and stakeholder management skills
- Excellent verbal and written communication abilities
- Analytical mindset with the ability to interpret customer usage data and identify trends
- Strong planning, organizational, and coordination skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience using CRM platforms such as Salesforce
- Customer-centric and outcome-oriented
- Curious, proactive, and eager to learn
- Collaborative team player
- Adaptable and comfortable working through change
- Demonstrates empathy, professionalism, and a growth mindset
Nice To Haves
- Experience supporting financial services, professional services, consulting, research, data, or SaaS customers is preferred
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 and execute action plans to address customer challenges and drive positive outcomes
- Partner with Sales colleagues 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 customer objectives, outcomes, and value realization
- Translate customer feedback into actionable recommendations for internal teams
- Maintain accurate customer records and engagement history within Salesforce
- Partner closely with Product Specialists, Sales, Research, and other internal teams to support customer outcomes
- Share customer insights and market trends that improve the customer experience
- Contribute ideas, best practices, and success stories across the Customer Organization
- Support team initiatives and projects that drive operational excellence and customer impact
Benefits
- Short-term incentive compensation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
