Lead Specialist, Customer Success - Energy Trading 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.

Role Overview

As a Customer Success Manager, you will serve as the primary advocate and strategist for clients in the trading arena—particularly those focused on short-term, real-time markets. You’ll work autonomously and proactively, partnering with cross-functional teams to help energy traders, risk managers, and analysts unlock value from our tools and data across the business. You’ll lead QBRs, success planning, playbook execution and development, training sessions, coordinate presentations and other value add engagement and ensure our clients see immediate, impactful results.

Key Responsibilities

• Build and nurture strategic relationships with short-term, real-time focused clients (e.g., traders, risk teams, and market analysts).
• Plan and execute Quarterly Business Reviews (QBRs) and develop customer success plans, emphasizing actionable outcomes and ROI.
• Create and maintain customer playbooks tailored to real-time trading workflows and responsive data needs.
• Facilitate client onboarding and live training sessions to ensure users integrate our insights into their workflows.
• Serve as the voice of the customer, driving cross-functional alignment—including support, product, analytics, and tech teams—to resolve issues and capture opportunities.
• Proactively monitor customer health metrics, usage data, and feature engagement; escalate and mitigate risks to prevent churn.
• Identify expansion opportunities through deep understanding of clients’ evolving workflows and technology needs.
• Act as an internal educator, sharing client challenges and feature requests with the broader team to inform product development.

Essential Competencies & Experience

• Technical & Industry Expertise: Deep experience engaging with the trading community, especially within oil, gas, and power markets. Strong knowledge of real-time and short-term energy markets, data use cases, and volatility drivers. Comfortable explaining technical concepts and tools (e.g., APIs, data feeds, analytics platforms) to both technical and business stakeholders.
• Customer Success & Strategic Thinking: Proven track record with QBRs, success planning, and developing scalable playbooks for complex customer profiles. Highly proactive, with a “self-starter” mindset—capable of working independently, managing priorities, and driving outcomes. Skilled at problem-solving, with the ability to navigate fast-paced, high-stakes customer environments.
• Relationship & Communication Skills: Exceptional relationship-building skills—able to connect with traders, analysts, and power market stakeholders. Effective communicator, both oral and written; skilled at translating data/technical offerings into business value. Empathetic, patient, and responsive—especially under pressure, adapting to client urgency and real-time demands.
• Cross-Functional Collaboration: Experience working in matrixed environments and have evidence of flourishing in collaborative settings alongside sales, product/research, product specialists, and support. Able to balance SLA-driven expectations and short-response timelines with strategic, long-term engagement.

Why Wood Mackenzie?

Join an industry-leading team delivering insights that shape global energy markets. Advance your career in a fast-evolving, impactful space—helping clients solve real-time market challenges. Be part of a supportive culture that values autonomy, collaboration, and innovation.

Equal Opportunities

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 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.