Senior Manager, Customer Success — Power & Tech

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.

The Senior Manager, Customer Success for the Power & Tech vertical leads a team of Customer Success Managers supporting customers across power markets, utilities, renewables, technology providers, and energy transition workflows. In this role, you will ensure customers adopt and realize value from Wood Mackenzie solutions while driving retention, customer health, and day‐to‐day team execution. This is a hands‐on leadership role, ideal for someone who thrives in coaching teams, improving operational consistency, and partnering cross‐functionally to support customer outcomes.

• 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 areas such as 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 by ensuring customers are prepared well ahead of renewal cycles.
  • Identify early risk indicators and help the team build actionable mitigation plans.
• Operational Excellence
  • 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.
  • Use customer data and insights to help CSMs prioritize accounts, improve customer experience, and drive outcomes.
  • Support rollout of new processes, tooling, and the Customer Success Platform within your team.
• Customer Partnership & Advocacy
  • Ensure CSMs are deeply embedding Lens and other WoodMac products into customer workflows.
  • Support the development of customer 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 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.

You have:

• 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.

• 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 Wood Mackenzie values and contribute to a positive, inclusive team culture.

• 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. You can find out more about your rights under the law. 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.