Lead Customer Success Specialist - Energy Strategics

About the Role

Wood Mackenzie is seeking a Lead Customer Success Manager to support a select group of our most strategic Natural Resources customers in Houston and across North America. This senior individual-contributor role involves partnering with the broader account team to strengthen local presence, deepen relationships, and ensure customers realize greater value from their Wood Mackenzie investment.

Responsibilities

• Partner with the assigned Customer Success Manager (CSM) and Account Manager (AM) to execute a coordinated strategy for each customer.
• Serve as a local extension of the account team for North American stakeholders and user communities.
• 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.
• Help customers connect their priorities to the relevant capabilities across their Wood Mackenzie subscriptions.
• Identify adoption gaps and develop targeted engagement plans.
• Act as an additional set of eyes and ears for the broader account team, identifying changes in customer sentiment, priorities, or engagement.
• Capture customer feedback and translate it into actionable insights for the broader account team.

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

Qualifications

• Strong understanding of the energy and Natural Resources industry.
• Knowledge of Upstream oil and gas strongly preferred.
• Broader understanding of the commercial, market, and strategic issues facing global energy organizations.
• Ability to navigate a broad product portfolio while leveraging internal subject matter experts.

Skills

• Exceptional relationship-building and stakeholder management skills.
• Strong commercial awareness.
• Excellent presentation and communication skills.
• Strong analytical and problem-solving mindset.
• Effective cross-functional collaboration and internal coordination.
• Proactive, curious, and outcome-oriented.
• Strong organizational skills and ability to manage multiple customer priorities concurrently.

Working Style

• Houston-based, with a strong emphasis on in-person engagement with local stakeholders and users.
• Flexibility to collaborate with global colleagues across time zones.
• Travel as needed for strategic customer engagement, approximately 10–20%.