At a Glance
- Tasks: Lead and develop a team to enhance customer success in Power & Tech.
- Company: Join a forward-thinking company focused on customer engagement and innovation.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for growth.
- Other info: Be part of a diverse team that values inclusivity and collaboration.
- Why this job: Make a real impact by driving customer success in the evolving energy landscape.
- Qualifications: 2-3 years of leadership experience in Customer Success or related fields.
The predicted salary is between 60000 - 80000 £ per year.
Main Responsibilities
- Team Leadership: Lead, coach, and develop a team of Customer Success Managers supporting Power & Tech customers. Build a culture of accountability, customer empathy, and proactive engagement. Support skill development in adoption management, customer health assessment, and renewal preparation.
- Customer Outcomes & Execution: 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, identify early risk indicators, and build actionable mitigation plans.
- Operational Excellence: Ensure consistent use of playbooks, success plans, QBRs, and customer lifecycle processes. Track and report KPIs such as adoption, engagement, health scores, GRR/NRR. Use customer data to help CSMs prioritize accounts, improve experience, and drive outcomes. Support rollout of new processes, tooling, and the Customer Success Platform.
- Customer Partnership & Advocacy: Ensure CSMs embed Lens and other WoodMac products into customer workflows. Support development of success plans tied to measurable outcomes. Surface opportunities for customer advocacy, references, and success stories.
- Cross-Functional Collaboration: Work closely with Sales on renewal and expansion for Power & Tech accounts. Collaborate with Product to share voice of customer insights. Partner with Research to ensure CSMs and customers leverage Power & Renewables content. Engage Support and Training teams to improve issue resolution and enablement.
About You
- 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.
Role Expectations
- Hybrid working model—minimum two days per week in office. Work across time zones as needed for customers and internal meetings.
- Consistently achieve team-level KPIs including adoption, health, engagement, and retention.
- Actively support CS leadership in planning, forecasting, and continuous improvement initiatives.
- Role model values and contribute to a positive, inclusive team culture.
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov. If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.
Senior Manager, Customer Success — Power & Tech employer: Wood Mackenzie Limited
As a Senior Manager in Customer Success at our company, you will thrive in a dynamic and inclusive work environment that prioritises employee growth and development. We offer a hybrid working model that promotes work-life balance while fostering a culture of accountability and collaboration, ensuring you have the tools and support needed to excel in your role. Join us to make a meaningful impact in the Power & Tech sector, where your contributions will be valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Success — Power & Tech
✨Tip Number 1
Network like a pro! Reach out to your connections in the Power & Tech space and let them know you're on the lookout for opportunities. A friendly chat can lead to insider info or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 2
Prepare for those interviews by diving deep into the company’s culture and values. Show us how your experience aligns with our mission in Customer Success. Bring examples of how you've led teams and driven customer outcomes—this is your time to shine!
✨Tip Number 3
Don’t just wait for job postings—be proactive! Check out our website regularly and apply directly. Tailor your approach to highlight your skills in retention and adoption management, as these are key for the role.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you top of mind. Use this opportunity to reiterate your enthusiasm for the role and how you can contribute to our team’s success in the Power & Tech sector.
We think you need these skills to ace Senior Manager, Customer Success — Power & Tech
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Manager, Customer Success. Highlight your experience in leading teams and driving customer outcomes, especially in the Power & Tech sectors. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for customer success and how you can contribute to our team culture. Don’t forget to mention specific examples of your past successes in similar roles.
Showcase Your Data Skills:Since this role involves interpreting data to guide decisions, make sure to highlight any relevant experience you have with metrics and KPIs. We love seeing how you've used data to improve customer engagement and retention in your previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Wood Mackenzie Limited
✨Know Your Metrics
Familiarise yourself with key performance indicators like adoption rates, customer health scores, and retention metrics. Be ready to discuss how you've used data in past roles to drive customer success and improve outcomes.
✨Showcase Leadership Skills
Prepare examples of how you've led or mentored teams in the past. Highlight your ability to build a culture of accountability and customer empathy, as well as any specific strategies you've implemented to support team development.
✨Understand the Industry
Brush up on trends in the power, utilities, and renewables sectors. Being able to speak knowledgeably about the evolving landscape will demonstrate your intellectual curiosity and commitment to the role.
✨Collaborative Mindset
Be prepared to discuss how you've worked cross-functionally in previous roles. Share examples of how you've collaborated with sales, product, and support teams to enhance customer experiences and drive successful outcomes.
