Lead Specialist - Customer Success

{"description": "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

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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

Lead Customer Success Manager - Financials

Location: Sydney Australia

Role Overview

As a Lead Customer Success Manager based in Australia, you will serve as a senior strategic partner to a portfolio of complex, high-value clients within our Financials vertical. You will operate with autonomy and leadership, driving proactive engagement strategies that help financial institutions and investors unlock measurable value from our data, tools, and insights across their organizations.

This role requires a confident, self-sufficient professional who thrives in client-facing environments and is comfortable with regular travel throughout Australia and the broader APAC region. You will bring your understanding of the natural resources industry (Oil and gas, metals and mining, power and renewables) landscape to help financial clients make informed investment and strategic decisions.

In addition to managing key accounts, you will model best practices, contribute to scalable success frameworks, and elevate team performance through leadership and collaboration. You will lead Quarterly Business Reviews (QBRs), oversee success planning and playbook development, deliver training and value-driven engagements, and ensure customers realize sustained business impact.

Key Responsibilities

• Build and nurture relationships within financial institution, investment firms, and corporate finance teams across Australia and APAC
• Lead and elevate Quarterly Business Reviews (QBRs), driving outcome-focused conversations centered on ROI and strategic alignment
• Develop and refine scalable customer success playbooks aligned to client workflows and evolving priorities in the financials sector
• Oversee onboarding and adoption strategies to ensure seamless integration of our solutions
• Travel regularly within Australia and throughout the APAC region to conduct in-person client meetings, training sessions, and strategic reviews
• Act as the voice of the customer, partnering cross-functionally with sales, product, research, and support teams to resolve challenges and identify growth opportunities
• Monitor customer health metrics and engagement trends in Salesforce; proactively mitigate risk and drive retention
• Identify expansion opportunities through deep understanding of customer strategy, organizational priorities, and market dynamics
• Leverage your knowledge of Australia's natural resources industry to provide context and strategic insights to financial clients
• Share client insights internally to inform product development and continuous improvement
• Provide leadership within the Customer Success team by mentoring peers and contributing to best practices

#LI-HH1

Essential Competencies & Experience
Industry & Technical Acumen

• Knowledge of Australia's natural resources industry, including key commodities, market dynamics, major players, and investment trends
• Experience supporting sophisticated, data-driven client segments, particularly within financial services, investment banking, private equity, or asset management
• Strong understanding of how financial institutions leverage research, analytics, and technology to inform investment decisions and portfolio strategy
• Comfortable explaining technical capabilities (e.g., data integrations, platforms, APIs) to diverse stakeholder audiences

Strategic Customer Success Leadership

• Demonstrated success leading complex accounts, driving QBRs, and developing strategic account plans
• Proven track record in client-facing roles with a history of building trusted advisor relationships
• Proven ability to operate independently and take ownership with minimal supervision
• Strong analytical and problem-solving skills in fast-paced environments
• Resourceful and solutions-oriented, capable of navigating ambiguity and finding creative paths to customer success and advocacy
• Experience mentoring others or contributing to team-wide process improvements

Cross-Functional Collaboration & Tools

• Experience thriving in matrixed organizations and partnering across sales, product, research, and support teams
• Proficiency with Salesforce CRM for account management, opportunity tracking, health scoring, and reporting
• Ability to balance immediate customer needs with long-term strategic engagement
• Organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines

Travel & Flexibility

• Willingness and ability to travel regularly within Australia and across the APAC region (estimated 10-20% of time)
• Comfortable working across time zones and adapting to diverse cultural business practices
• Self-sufficient traveler who can manage complex itineraries and maintain productivity while on the road

Preferred Qualifications

• Bachelor's degree in Business, Finance, Economics, or a related field
• 2+ years of experience in customer success, account management, or client-facing roles
• Background working with financial institutions, investors, or advisors in the natural resources sector
• Demonstrated success managing high-value, complex B2B relationships

Equal Opportunities

We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov

If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.", "salary_raw": "Row(double=None, string=None)"}