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 WoodMac.com Wood Mackenzie Brand Video 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 Su