Senior Specialist, Customer Success - Financials

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.

Wood Mackenzie
Intelligence Connected

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Wood Mackenzie Values
Inclusive – we succeed together
Trusting – we choose to trust each other
Customer committed – we put customers at the heart of our decisions
Future Focused – we accelerate change
Curious – we turn knowledge into action

Make an Impact Where Energy Meets Technology

Wood Mackenzie is seeking a Senior Specialist, Customer Success to support a portfolio of Financial & Professional Services customers, including investment banks, asset managers, private equity firms, hedge funds, sovereign wealth funds, consultancies, and advisory organizations.

In this role, you will help customers maximize the value of their Wood Mackenzie subscriptions by driving onboarding, adoption, engagement, and retention. You will build trusted relationships with key users and stakeholders, helping them leverage our industry-leading research, data, and analytics to make informed investment, strategy, and risk management decisions.

This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced environment, enjoys building relationships, and is passionate about helping customers achieve measurable outcomes.

Why This Role Matters Now

Financial institutions operate in increasingly complex and volatile markets. Investment professionals are expected to make faster, more informed decisions while navigating:
Evolving energy transition dynamics
Commodity and power market volatility
Shifting regulatory landscapes
Geopolitical and macroeconomic uncertainty
Growing demands for data-driven investment strategies

As a Customer Success professional, you will partner with customers throughout their journey with Wood Mackenzie, ensuring they gain maximum value from our research, data, and analytical products.

Portfolio Scope
Portfolio of Financial & Professional Services customers
Key user groups including: Investment analysts
Portfolio managers
Research teams
Strategy professionals
Consultants and advisors

Stakeholders ranging from day-to-day users through commercial decision makers

What You’ll Do
Drive Customer Success & Adoption
Create and execute customer success plans aligned to customer objectives and business priorities
Deliver onboarding experiences that accelerate time-to-value for new users
Proactively engage users to encourage adoption of Wood Mackenzie products and services
Build strong relationships with key users and commercial stakeholders
Conduct regular account reviews to assess customer health, engagement, and progress toward objectives

Support Retention & Growth
Monitor account health and identify risks to customer adoption and retention
Develop and execute action plans to address customer challenges and drive positive outcomes
Partner with Sales colleagues to support renewal discussions through usage insights and customer intelligence
Identify opportunities to expand engagement through increased adoption of existing solutions

Deliver Customer Insights
Analyze customer usage trends and engagement data to identify opportunities and risks
Conduct Quarterly Business Reviews focused on customer objectives, outcomes, and value realization
Translate customer feedback into actionable recommendations for internal teams
Maintain accurate customer records and engagement history within Salesforce

Collaborate Across Wood Mackenzie
Partner closely with Product Specialists, Sales, Research, and other internal teams to support customer outcomes
Share customer insights and market trends that improve the customer experience
Contribute ideas, best practices, and success stories across the Customer Organization
Support team initiatives and projects that drive operational excellence and customer impact

What Great Looks Like
Strong onboarding and adoption across assigned accounts
High levels of customer engagement and satisfaction
Retention and active user growth within the portfolio
Accurate identification and proactive mitigation of customer risks
Meaningful contribution to successful renewals through customer intelligence and usage insights
Increased customer advocacy and positive customer references
Active participation in team initiatives, projects, and knowledge sharing

What Makes This Role Unique
Partner directly with some of the world's leading financial institutions and advisory firms
Support decision makers who influence billions of dollars in investment and capital allocation decisions
Work with market-leading research, analytics, and data solutions covering energy, metals, mining, and the energy transition
Collaborate across commercial, research, and product teams globally
Build expertise at the intersection of financial markets, commodities, and energy intelligence

About You
Experience
Bachelor's degree in Business, Finance, Economics, Energy Studies, or a related field
3+ years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar customer-facing role
Experience supporting financial services, professional services, consulting, research, data, or SaaS customers is preferred
Experience managing a portfolio of B2B customer relationships

Industry Knowledge
Interest in financial markets, investment research, commodities, energy, or related sectors
Understanding of how financial institutions utilize research, data, and analytics to inform decision making
Ability to connect customer objectives with Wood Mackenzie solutions

Skills
Strong relationship-building and stakeholder management skills
Excellent verbal and written communication abilities
Analytical mindset with the ability to interpret customer usage data and identify trends
Strong planning, organizational, and coordination skills
Ability to manage multiple priorities in a fast-paced environment
Experience using CRM platforms such as Salesforce

Attributes
Customer-centric and outcome-oriented
Curious, proactive, and eager to learn
Collaborative team player
Adaptable and comfortable working through change
Demonstrates empathy, professionalism, and a growth mindset

Working Style
Based in New York City
Hybrid working model
Flexibility to collaborate across global teams and time zones
Occasional travel for customer meetings, events, and internal collaboration

The salary range for this position is $90,000- $110,000, which represents base pay only and does not include short-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. This base salary maps to the New York City Location.

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 (including pregnancy, sexual orientation, and gender identity) , national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov