Wood Mackenzie is looking for a Lead Customer Success Manager to support a select group of our most strategic Natural Resources customers with significant user and stakeholder communities in Houston and across North America. Working as an extension of the broader account team, you will partner closely with the Customer Success Manager (CSM), Account Manager (AM), and other internal stakeholders to strengthen our local presence and deepen relationships with key customer stakeholders and user communities. You will help customers realize greater value from the full breadth of their Wood Mackenzie investment, connecting their business priorities and workflows to the right research, data, analytics, products, and expertise. Your local presence will enable more frequent and meaningful engagement, stronger adoption, and earlier identification of customer needs, risks, and growth opportunities. This is a senior individual-contributor role for someone who combines executive presence, energy industry knowledge, commercial awareness, and a strong customer mindset and who thrives working collaboratively across complex, global accounts.

Why This Role Matters

Our largest Natural Resources customers are complex, global organizations with significant stakeholder and user communities based in Houston and across North America. While these customers are supported by global CSMs and Account Managers, local presence is critical to building deeper relationships, increasing engagement, and understanding how customers are using Wood Mackenzie in their day-to-day workflows. In this role, you will provide that local Customer Success presence, working alongside existing account teams to extend their reach and strengthen engagement across key North American stakeholders. You will help ensure that we understand customer needs at every level, from individual users to senior decision-makers, and connect those needs to the breadth of Wood Mackenzie’s capabilities.

Portfolio Scope

• Select portfolio of strategic global Natural Resources customers with significant North American presence
• Close partnership with the designated CSM and Account Manager for each customer
• Significant focus on customer stakeholders and user communities based in Houston
• Engagement across multiple customer business units, functions, and Wood Mackenzie products
• Stakeholders across areas including upstream, strategy, corporate planning, commercial, finance, market analysis, downstream, energy transition, and other key functions

What You’ll Do

Partner with the Account Team

• Work closely with the assigned CSM and Account Manager to execute a coordinated strategy for each customer
• Serve as a local extension of the account team for North American stakeholders and user communities
• Develop a strong understanding of account objectives, customer priorities, renewal strategies, risks, and growth opportunities
• Maintain clear communication with the global account team to ensure local customer insights inform the broader account strategy
• Coordinate with Product Specialists, Research, Training, Support, and other internal experts to bring the right Wood Mackenzie resources to the customer
• Provide continuity between local customer engagement and the overall global customer relationship

Deepen Local Customer Engagement

• Build trusted relationships with key customer stakeholders and user communities in Houston and across North America
• Increase the frequency and quality of in-person engagement with strategic customers
• Develop an understanding of customer workflows, business priorities, challenges, and evolving needs
• Help customers connect their priorities to the relevant capabilities across their Wood Mackenzie subscriptions
• Identify opportunities to strengthen engagement with underutilized products, teams, or user groups
• Support strategic meetings, business reviews, workshops, and other high-value customer engagements alongside the broader account team

Drive Adoption & Customer Value

• Help customers maximize value from the full breadth of their Wood Mackenzie portfolio, rather than focusing on a single product or solution
• Identify adoption gaps and partner with CSMs to develop targeted engagement plans
• Connect customers to relevant Wood Mackenzie research, data, analytics, training, products, and subject matter experts
• Use engagement, usage, and customer health data to identify opportunities for deeper adoption
• Help demonstrate the value Wood Mackenzie delivers against customer priorities and workflows

Identify Risk & Growth Signals

• Act as an additional set of eyes and ears for the broader account team, identifying changes in customer sentiment, priorities, organizational structure, or engagement
• Surface potential adoption or relationship risks early and partner with the CSM and AM on mitigation plans
• Identify emerging customer needs and potential whitespace through regular stakeholder engagement
• Share expansion signals and opportunities with the Account Manager to support the broader commercial strategy
• Ensure insights gained through local engagement are documented and incorporated into account planning

Be the Voice of the Customer

• Capture customer feedback and translate it into actionable insights for the broader account team
• Bring customer needs and market themes back to Product, Research, and Customer Organization teams
• Advocate for the customer while ensuring alignment with overall account strategy
• Help identify recurring needs across strategic Natural Resources customers that can inform broader Customer Success practices

What Success Looks Like

Success in this role means:

• Increasing the depth and frequency of engagement with North American stakeholders across assigned strategic customers
• Establishing strong relationships with key Houston-based users and decision-makers
• Improving adoption and engagement across the breadth of customers' Wood Mackenzie subscriptions
• Expanding stakeholder coverage and reducing dependency on a limited number of customer contacts
• Identifying customer risks, changes, and opportunities earlier through closer local engagement
• Providing the CSM and AM with meaningful customer intelligence that strengthens account planning
• Identifying expansion signals and connecting those opportunities back to the Account Manager
• Creating a seamless customer experience between local engagement and global account ownership
• Becoming a trusted and highly integrated member of each customer's broader account team

What Makes This Role Unique

• Local impact, global accounts: Build relationships on the ground in Houston while supporting some of Wood Mackenzie’s largest global customers
• Partnership model: Work alongside existing CSMs and Account Managers rather than operating as a standalone account owner
• Breadth of exposure: Engage customers across the full range of Wood Mackenzie products and capabilities
• Strategic relationships: Build relationships across both key user communities and senior stakeholders
• Cross-functional collaboration: Connect customers to expertise across Research, Product, Training, Support, Sales, and Customer Success
• Commercial impact: Help protect and grow strategic relationships by improving engagement, adoption, and visibility into customer needs
• High autonomy: Operate independently in the Houston market while remaining closely connected to the global account team

The strongest candidates will:

• Build credibility quickly with both senior stakeholders and day-to-day users
• Understand the energy industry and the challenges facing large, global Natural Resources companies
• Be comfortable working across a broad portfolio of products without needing to be the subject matter expert in every solution
• Know when to lead a customer conversation themselves and when to bring in specialist expertise
• Excel at working within a team-based account model, sharing information and coordinating effectively with CSMs and Account Managers
• Be naturally curious and skilled at uncovering customer needs through meaningful conversations
• Recognize customer risk and commercial signals and know how to bring those insights back to the appropriate account owner
• Navigate complex global organizations and build relationships across functions and levels
• Balance high autonomy locally with strong collaboration globally

About You

Experience

• Proven experience supporting complex, high-value B2B customer relationships
• Bachelor’s degree in Business, Finance, Economics, Energy, Geoscience, Engineering, or a related field, or equivalent professional experience
• Experience in Customer Success, account management, consulting, commercial, research, or another client-facing role
• Demonstrated ability to develop relationships with both day-to-day users and senior stakeholders
• Experience with major energy companies or other large, complex global organizations preferred

Domain Knowledge

• Strong understanding of the energy and Natural Resources industry
• Knowledge of Upstream oil and gas strongly preferred, given the profile of the customer base
• Broader understanding of the commercial, market, and strategic issues facing global energy organizations
• Ability to understand customer priorities across a range of energy topics and connect those needs to relevant Wood Mackenzie capabilities
• Ability to effectively navigate a broad product portfolio while leveraging internal subject matter experts for deeper product or domain expertise

Skills & Attributes

• Exceptional relationship-building and stakeholder management skills
• Strong commercial awareness
• Excellent presentation and communication skills
• Strong analytical and problem-solving mindset
• Ability to identify customer needs, risks, and opportunities and translate them into action
• Effective cross-functional collaboration and internal coordination
• Proactive, curious, and outcome-oriented
• Comfortable operating independently while working within a highly collaborative account team
• Strong organizational skills and ability to manage multiple customer priorities concurrently

Working Style

• Houston-based
• Strong emphasis on in-person engagement with Houston-based customer stakeholders and users
• Flexibility to collaborate with CSMs, AMs, and other colleagues across global time zones
• Travel as needed for strategic customer engagement, approximately 10–20%