Director - Customer Success

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  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 Company Wood Mackenzie is the global research, analytics, and consultancy business powering the natural resources industry.

For 50 years, we have delivered high‑quality data, analytics, and insight that customers rely on to make confident decisions. Across oil, gas & LNG, power & renewables, chemicals, metals & mining, and other key sectors, our 1,900 employees in 30 locations support clients in nearly 80 countries. Together, we help accelerate the world’s transition to a more sustainable future. Learn more at

As Wood Mackenzie continues its transformation into a modern, product‑led SaaS organization, Customer Success is becoming a critical engine for customer value, retention, and long‑term growth. The Director of Customer Success will play a key leadership role in operationalizing Customer Success across regions, driving excellence in onboarding, adoption, engagement, and advocacy. You will embed Customer Success into the company culture, champion our products, and ensure customers achieve measurable outcomes.

This role is ideal for a disciplined operator who excels at scaling teams, building processes, and partnering cross‑functionally to deliver commercial impact.

Build and refine the foundational processes, systems, and operating model that enable a consistent, scalable, and high‑performing Customer Success organization; drive disciplined operational execution by establishing clear plans, milestones, risk management approaches, and strong accountability across the team; analyze existing processes to identify opportunities to streamline, automate, and simplify workflows to improve efficiency and scalability; establish and enforce standardized best practices, playbooks, and success frameworks for enterprise customers;

implement technology, tooling, and workflows that improve visibility, efficiency, and decision‑making across the customer lifecycle; support the build‑out of the new Customer Success Platform, including process design, enablement, and playbook development.

Ensure a consistent, high‑quality post‑sale experience that drives adoption, engagement, satisfaction, and measurable customer outcomes; own the post‑sale phase of the customer journey, for both new customer onboarding and existing customer success programss, ensuring strong adoption, retention, and health across regional and enterprise accounts; drive core Customer Success outcomes, including improved GRR/NRR, higher product adoption, increased customer satisfaction and NPS, and expanded advocacy;

use GRR/NRR insights to identify risks, highlight growth opportunities, and drive targeted actions that strengthen commercial performance.

Develop and utilize metrics and KPIs to measure…