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About the Role

As a Customer Success Manager, you will serve as the primary advocate and strategist for clients in the trading arena, particularly those focused on short-term, real-time markets. You will work autonomously and proactively, partnering with cross-functional teams to help energy traders, risk managers, and analysts unlock value from our tools and data. You will lead QBRs, success planning, playbook execution and development, training sessions, coordinate presentations, and ensure clients see immediate, impactful results.

Responsibilities

Build and nurture strategic relationships with short-term, real-time focused clients.
Plan and execute Quarterly Business Reviews (QBRs) and develop customer success plans.
Create and maintain customer playbooks tailored to real-time trading workflows.
Facilitate client onboarding and live training sessions.
Serve as the voice of the customer, driving cross-functional alignment to resolve issues and capture opportunities.
Proactively monitor customer health metrics, usage data, and feature engagement; escalate and mitigate risks to prevent churn.
Identify expansion opportunities through deep understanding of clients’ evolving workflows and technology needs.
Act as an internal educator, sharing client challenges and feature requests with the broader team to inform product development.

Requirements

Deep experience engaging with the trading community, especially within oil, gas, and power markets.
Strong knowledge of real-time and short-term energy markets, data use cases, and volatility drivers.
Comfortable explaining technical concepts and tools to both technical and business stakeholders.
Proven track record with QBRs, success planning, and developing scalable playbooks for complex customer profiles.
Highly proactive, with a “self-starter” mindset—capable of working independently, managing priorities, and driving outcomes.
Skilled at problem-solving, with the ability to navigate fast-paced, high-stakes customer environments.
Exceptional relationship-building skills—able to connect with traders, analysts, and power market stakeholders.
Effective communicator, both oral and written; skilled at translating data/technical offerings into business value.
Empathetic, patient, and responsive—especially under pressure, adapting to client urgency and real-time demands.
Experience working in matrixed environments and have evidence of flourishing in collaborative settings alongside sales, product/research, product specialists, and support.
Able to balance SLA-driven expectations and short-response timelines with strategic, long-term engagement.

Skills

Energy trading analytics
Real-time market data analysis
Customer relationship management
Strategic planning
Playbook development
Client onboarding
Training delivery
Cross-functional collaboration
Risk management
Data visualization
API integration
Communication
Problem-solving

Location

Global

Work Type

Full-time

Experience Level

Mid-level

Benefits

Industry-leading team
Career advancement opportunities
Supportive culture
Autonomy
Collaboration
Innovation

About the Company

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.
We redefine what’s possible with Intelligence Connected by fusing unparalleled proprietary data with analytical minds, supercharged by Synoptic AI.
Our trusted team of 2,700 experts across 30 countries breaks siloes and connects industries, markets and regions across the globe.
Our values include: Inclusive, Trusting, Customer committed, Future Focused, and Curious.

Equal Opportunity

We are an equal opportunities employer, committed to recruiting the best people regardless of race, colour, religion, age, sex, national origin, disability or protected veteran status.
We will support you with your application or through the hiring process if you have a physical or mental disability.