Senior Specialist, Customer Success

Wood Mackenzie

full-time

Posted on: 9/18/2025

Origin: • 🇳🇱 Netherlands

✨ AI Apply

Senior

SFDC

About the role

Engage with Wood Mackenzie’s low- to mid-value customers across various industry segments and regions through proactive outreach and a digitally led environment
Manage and be accountable for 1-to-many books of business with exposure to the EMEA Energy market
During onboarding ensure customers are trained, equipped and educated on subscribed WoodMac products to optimize product usage
Ensure successful launch, long-term success and growth for customers
Collaborate with internal teams to facilitate adoption and maximise product usage
Leverage account health scores and Voice of the Customer to derive actionable insights and monitor/report customer health
Build out the digital strategy and supporting programmes and proactive digital communication strategies
Be a customer advocate capturing and delivering customer feedback and be the voice of the customer within the company
Work commercially with Sales/Account Managers to position for retention, growth, renewals and service extension
Identify process improvements and work across teams to implement them
Develop, learn and share best Customer Success practices with team members

Minimum 2-3 years’ experience in a Customer Success Manager role or equivalent
Understanding health metrics and using them to drive Customer Success with proven measurable outcomes
Understanding customer user journeys to anticipate problems and solve them proactively
Experience working with Microsoft applications, basic to intermediate Excel skills
Strong knowledge of Customer Success Platforms is highly preferred (Gainsight)
Strong level of knowledge of salesforce.com
Understand the Digital Customer Journey process and all the key touch points including building of a proactive digital communication strategy
Data Analysis and visualisation skills
Ability to work autonomously and problem solve
Strong initiative and drive to innovate
Identify customer adoption challenges, CSAT risks and other indicators of churn risk
Working knowledge of the power and renewables sector is a desirable
Ability to adapt, take initiative, and be proactive and resourceful
Good organizational, presentation, and time management skills
Good communication and interpersonal skills
Strong learner with a curious mind
Strong aptitude and passion for technology and ability/desire to learn new software
Ability to prioritize work and tasks effectively
Cultural awareness and appreciation for diversity
Willingness to work flexibly across time zones