Lead Specialist - Customer Success

Role Purpose

Wood Mackenzie’s Customer Success team within the Customer Organization division is responsible for the complete post‑sale success and satisfaction of Wood Mackenzie customers, ensuring they derive maximum value from their subscriptions.

• Build and maintain strong relationships with high‑value customer accounts across the MENA region, continually delighting them with a positive, customer‑centric attitude.
• Collaborate with customers to ensure they find value in our products and services.
• Develop and demonstrate a clear understanding of each customer’s goals, needs, expectations and preferences.
• During onboarding, ensure customers receive proper training, the right tools and resources, and are educated on subscribed Wood Mackenzie products to optimize usage and reduce adoption time.
• Ensure customers are ready for a successful launch and long‑term growth.
• Collaborate with internal teams to facilitate early increased adoption and maximum product usage.
• Coach customers to adopt relevant practices and maximize their investment to achieve or exceed their goals.
• Work with internal stakeholders to deliver a high‑quality customer experience and system/application performance, ensuring future demand from growth and projects is understood and factored into capacity plans.
• Monitor and report customer health, develop improvement plans, and drive risk‑mitigation measures when risks or issues may delay success.
• Advocate for customers by capturing and delivering feedback, identifying opportunities for improvement.
• Serve as the customer voice within the company, balancing customer requests with the company’s vision.
• Identify, measure, track and communicate key insights via quarterly business reviews, enabling customers and account managers to assess outcomes.
• Work commercially with the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension.
• Identify process improvements and collaborate across teams to implement changes.
• Develop and share best practices with the team to continually improve the quality, effectiveness and efficiency of our processes.
• Co‑coach team members on customer success best practices.

• Significant customer‑facing experience.
• Working knowledge of the energy industry (preferred).
• Experience using health metrics to drive customer success with proven measurable outcomes (required).
• Passion for innovation, growth and a relentless dedication to making customers successful.
• Strong communication and interpersonal skills, with the ability to effectively listen, influence and relate compassionately to customers.
• Advanced presentation experience, with the ability to create data‑driven insights from usage datasets and present during quarterly business reviews.
• Exceptional organizational, coaching and time‑management skills.
• Strong learner with a curious mind.
• Advanced‑level understanding of customer journeys to anticipate problems and solve them proactively.
• Ability to prioritise work and tasks effectively to achieve optimal customer outcomes.
• Excellent English; other language skills are a plus.
• High levels of adaptability, initiative and pro‑activeness.
• A kind, open, fun, team‑oriented working attitude.
• Cultural awareness and appreciation for diversity.
• Experience with Microsoft applications and customer success platforms is highly preferred.
• Intermediate knowledge of

We are a hybrid working company; the successful applicant is expected to be physically present in the office at least two days per week to foster collaboration, but hours may be flexible to accommodate different time zones.

We are an equal opportunities employer and are committed to recruiting the best people regardless of race, colour, religion, age, sex, national origin, disability or protected veteran status. We offer support to applicants with disabilities throughout the hiring process.