Lead Specialist – Customer Success
| Company | Wood Mackenzie |
|---|---|
| Location | Houston, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- Significant experience in a customer-facing role, preferably with senior executives at Fortune 1000 companies
- Working knowledge of the Power and Renewable sector is highly preferred
- Proven experience using customer health metrics to drive successful outcomes
- Excellent communication and interpersonal skills, with the ability to influence and empathize
- Strong presentation skills and experience delivering insights through QBRs or similar forums
- High attention to detail and exceptional organizational skills
- A curious, collaborative mindset and a drive for continuous learning
- Ability to anticipate customer needs, solve problems proactively, and manage multiple priorities
- Proficiency with Microsoft Office Suite
Responsibilities
- Build and maintain strong relationships with assigned customer accounts, providing consistent, proactive support.
- Collaborate with customers to ensure they realize the full value of their subscriptions, aligning product usage with business goals.
- Lead effective onboarding experiences, ensuring customers are trained, supported, and equipped with the right tools for success.
- Partner with internal teams to encourage early adoption and maximize product engagement.
- Track customer health metrics, identifying risks early and implementing strategies for mitigation.
- Serve as the voice of the customer, gathering feedback and sharing insights internally to drive continuous improvement.
- Conduct Quarterly Business Reviews (QBRs), presenting data-driven insights to measure progress and influence future direction.
- Work closely with Account Managers to identify growth opportunities, support renewals, and expand service adoption.
- Identify opportunities to refine customer success processes and share best practices across the team.
- Contribute to a customer-first culture by mentoring others and championing success-driven strategies.
Preferred Qualifications
- Experience with Salesforce and customer success platforms such as Gainsight is preferred
- Cultural awareness and appreciation for diverse teams and global business environments
- Additional language skills are a plus