Director - Customer Success in London

Wood Mackenzie is the global leader in analytics, insights and proprietary data across the entire energy and natural resources landscape. For over 50 years our work has guided the decisions of the world’s most influential energy producers, utilities companies, financial institutions and governments. Now, with the world’s energy system more complex and interconnected than ever before, sector-specific views are no longer enough. That’s why we’ve redefined what’s possible with Intelligence Connected.

By fusing our unparalleled proprietary data with the sharpest analytical minds, all supercharged by Synoptic AI, we deliver a clear, interconnected view of the entire value chain. Our trusted team of 2,700 experts across 30 countries breaks siloes and connects industries, markets and regions across the globe. This empowers our customers to identify risk sooner, spot opportunities faster and recalibrate strategy with confidence – whether planning days, weeks, months or decades ahead.

As Wood Mackenzie continues its transformation into a modern, product‐led SaaS organization, Customer Success is becoming a critical engine for customer value, retention, and long‐term growth. The Director of Customer Success will play a key leadership role in operationalizing Customer Success across regions, driving excellence in onboarding, adoption, engagement, and advocacy. You will embed Customer Success into the company culture, champion our products, and ensure customers achieve measurable outcomes. This role is ideal for a disciplined operator who excels at scaling teams, building processes, and partnering cross‐functionally to deliver commercial impact.

• Build and refine the foundational processes, systems, and operating model that enable a consistent, scalable, and high‐performing Customer Success organization.
• Drive disciplined operational execution by establishing clear plans, milestones, risk management approaches, and strong accountability across the team.
• Analyze existing processes to identify opportunities to streamline, automate, and simplify workflows to improve efficiency and scalability.
• Establish and enforce standardized best practices, playbooks, and success frameworks for enterprise customers.
• Implement technology, tooling, and workflows that improve visibility, efficiency, and decision‐making across the customer lifecycle.
• Support the build‐out of the new Customer Success Platform, including process design, enablement, and playbook development.

• Ensure a consistent, high‐quality post‐sale experience that drives adoption, engagement, satisfaction, and measurable customer outcomes.
• Own the post‐sale phase of the customer journey, for both new customer onboarding and existing customer success programs, ensuring strong adoption, retention, and health across regional and enterprise accounts.
• Drive core Customer Success outcomes, including improved GRR/NRR, higher product adoption, increased customer satisfaction and NPS, and expanded advocacy.
• Use GRR/NRR insights to identify risks, highlight growth opportunities, and drive targeted actions that strengthen commercial performance.

• Develop and utilize metrics and KPIs to measure regional and global CS performance, identifying trends related to usage, satisfaction, and operational efficiency.
• Produce clear reporting on customer health, risks, escalations, and trends to inform leadership and guide strategic actions.
• Continuously refine the customer journey, reinforcing consistent, repeatable touchpoints across customer segments.

• Partner closely with Sales to coordinate retention and expansion strategies and ensure a seamless handoff and ongoing collaboration.
• Work closely with Product to provide actionable Voice of Customer insights and influence product roadmap priorities.
• Collaborate with Research teams to ensure customers fully leverage Woodmac’s content, analysis, and domain expertise.
• Provide executive‐level visibility into customer trends, risks, and opportunities.
• Contribute to cross‐functional operational reviews and support progress reporting to the SVP.

• Manage and develop a high‐performing team of Customer Success Senior Managers and specialists focused on adoption, engagement, and value realization.
• Mentor and coach CSMs to mature into strong trusted advisors and operational leaders.
• Support development of compensation plans, operating models, and career paths aligned with team responsibilities and business goals.
• Foster an inclusive, engaged, and high‐accountability team culture with strong performance management discipline.

You have:

• 5+ years leading Customer Success teams within a B2B SaaS or Technology organization.
• 10+ years of being in Customer Success including related disciplines for a broad range of experience in post-sale work.
• Strong leadership experience, including managing managers and leading through multiple layers.
• A strategic, analytical mindset with the ability to operationalize solutions at-scale.
• Deep customer empathy paired with strong commercial instincts (renewals, expansion, long‐term value).
• Patience to help us tune our operations based on where we are today, and a vision for future operational excellence.
• Excellent communication and stakeholder management skills across all levels, including C‐suite.
• Experience scaling CS operations and driving cross‐functional initiatives.
• (Nice to have) Experience in oil & gas, energy, or natural resources.

• Hybrid working model—minimum two days in office weekly (subject to change).
• Flexibility to work across global time zones.
• Ability to set and achieve team performance targets, including retention and expansion goals.
• Ability to foster strong employee engagement and talent development.
• Act as a role model of Wood Mackenzie values, integrity, and leadership behaviour.

• Inclusive – we succeed together
• Trusting – we choose to trust each other
• Customer Committed – we put customers at the heart of every decision
• Future Focused – we accelerate change
• Curious – we turn knowledge into action

We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status.