Wood Mackenzie
1001 - 5000 employees
In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
Senior Manager, Customer Success – Power & Tech
🕒 April 8
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Wood Mackenzie
1001 - 5000 employees
In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
📋 Description
• Lead, coach, and develop a team of Customer Success Managers supporting Power & Tech customers • Build a culture of accountability, customer empathy, and proactive engagement • Own retention, adoption, and customer health metrics for the Power & Tech portfolio • Guide CSMs in managing onboarding handoff, adoption, value realization, and ongoing engagement • Support renewal strategy by ensuring customers are prepared well ahead of renewal cycles • Ensure consistent use of playbooks, success plans, QBRs, and customer lifecycle processes • Track and report on KPIs such as adoption, engagement, health scores, and GRR/NRR for your vertical • Support rollout of new processes, tooling, and the Customer Success Platform within your team • Ensure CSMs are deeply embedding Lens and other WoodMac products into customer workflows • Work closely with Sales on renewal and expansion opportunities within Power & Tech accounts • Collaborate with Product to share Voice of Customer insights and help the team stay current on product updates • Partner with Research to ensure CSMs and customers fully leverage Power & Renewables content and expertise • Engage Support and Training teams to drive smoother issue resolution and improved enablement
🎯 Requirements
• 2–3+ years of experience leading or mentoring Customer Success Managers (or equivalent leadership within SaaS, analytics, or data-focused teams) • Prior experience in B2B SaaS, analytics, data products, or enterprise subscription businesses • Experience working with customers in power, utilities, renewables, or technology (preferred, not required) • Strong customer-facing skills with the ability to support escalations, coach others, and influence stakeholders • Good commercial instincts around retention, health, and adoption drivers • Comfort interpreting data to guide decisions, prioritize accounts, and coach the team • Strong communication, organization, and operational discipline • A collaborative mindset and high degree of customer empathy • Intellectual curiosity and interest in the evolving power and energy transition landscape
🏖️ Benefits
• Equal Opportunities • Hybrid working model • Health insurance • Professional development opportunities
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