Senior Specialist, Customer Success - Financials

About the role

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 industry‑leading research, data, and analytics to make informed investment, strategy, and risk‑management decisions.

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.

Success metrics

• Strong onboarding and adoption across assigned accounts.
• High levels of customer engagement and satisfaction.
• Retention and active user growth within the portfolio.
• Accurate identification and proactive mitigation of customer risks.
• Meaningful contribution to successful renewals through customer intelligence and usage insights.
• Increased customer advocacy and positive customer references.
• Active participation in team initiatives, projects, and knowledge sharing.

What makes this role unique

• Partner directly with some of the world’s leading financial institutions and advisory firms.
• Support decision makers who influence billions of dollars in investment and capital‑allocation decisions.
• Work with market‑leading research, analytics, and data solutions covering energy, metals, mining, and the energy transition.
• Collaborate across commercial, research, and product teams globally.
• Build expertise at the intersection of financial markets, commodities, and energy intelligence.

Qualifications

• 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 supporting financial services, professional services, consulting, research, data, or SaaS customers is preferred.
• 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.

Skills

• 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.

Working style

Based in New York City with a hybrid working model. Flexibility to collaborate across global teams and time zones. Occasional travel for customer meetings, events, and internal collaboration.

Pay

The salary range for this position is $90,000 – $110,000 base pay (New York City location). Base pay does not include short‑term incentive compensation and may vary based on location, experience, qualifications, and training.

Wood Mackenzie is an equal‑opportunity employer committed to recruiting the best people regardless of race, colour, religion, age, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, or protected veteran status.