Senior Specialist - Digital Customer Success

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

WoodMac.com

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

We are looking for a Digital Customer Success Specialist (Digital CSS) to lead and evolve our scalable, digital-first customer success model across unallocated accounts.

This is a high-impact role at the intersection of customer experience, data analytics, and digital strategy. The Digital CSS will own the design and execution of end-to-end digital lifecycle engagement from onboarding through renewal handoff. Driving product adoption, customer stickiness, and retention through intelligent, data-led interventions.

You will be responsible for embedding a structured digital retention framework that proactively identifies churn signals, studies customer behaviour trends, and deploys targeted engagement campaigns at scale. This role goes beyond traditional CSS responsibilities, it is about building and continuously optimizing a digital customer success engine.

This position reports to the Senior Manager, Customer Retention and sits within Wood Mackenzie’s Customer Organization, partnering closely with Retention, Sales, Product, Marketing, and Support teams.

If you are excited by the opportunity to shape digital customer strategy, leverage data to drive outcomes, and build scalable engagement models, this is an exciting opportunity to make a meaningful impact.

Main Responsibilities:

Manage the digital engagement strategy for all unallocated accounts within a scalable success framework.

Design and execute structured, automated customer journeys across onboarding, adoption, engagement, and renewal stages.

Develop and manage retention-focused campaigns, including email templating, content curation, journey orchestration, and performance optimization.

Build new user and new customer onboarding frameworks that ensure smooth product adoption within a low-touch, digital-first model.

Drive customer stickiness by proactively increasing usage and engagement across the customer lifecycle.

Analyse usage data, behavioural trends, engagement metrics, and churn indicators to identify risk patterns and growth opportunities.

Analyse customer feedback to identify improvement areas and implement initiatives that strengthen customer retention.

Develop predictive and preventative churn strategies by incorporating multiple data parameters into structured planning.

Leverage customer health monitoring to design and deploy targeted interventions where required.

Collaborate with Retention and Sales teams to ensure seamless escalation of high-risk accounts.

Partner with Product and Marketing teams to align messaging, adoption content, and value communication strategies.

Continuously refine digital success playbooks based on performance insights and customer feedback.

Support and optimize customer success technology integrations and automation workflows.

Track and report on key performance indicators including adoption rates, engagement uplift, churn reduction, and campaign effectiveness.

About You:

Have 3+ years of experience in a Customer Success role within a B2B SaaS or data-driven organization.

Bring strong data analytics capability, with experience interpreting usage trends and translating insights into actionable strategies.

Have hands-on experience with customer success platforms, CRM systems, and digital engagement tools.

Demonstrate a strong understanding of lifecycle management, churn drivers, and scalable customer engagement models.

Have experience designing onboarding programs and improving product adoption within low-touch customer segments.

Be comfortable working in technology-driven environments and supporting system integrations.

Exhibit structured, analytical thinking and strong problem-solving capability.

Demonstrate cross-functional collaboration skills and the ability to influence stakeholders.

Be proactive, innovative, and comfortable building processes in evolving digital environments.

Have a genuine interest in digital transformation, customer intelligence, and driving measurable business impact

Expectations:

At Wood Mackenzie we set high expectations for ourselves and our people when it comes to behaviour and capabilities as we believe it builds a culture where everyone can thrive and have real impact.

Act with integrity- behaving ethically, morally and in line with our values.

Collaborate across boundaries- forge impactful relationships beyond our immediate team.

Ownership & accountability- delivering on our commitments and owning the outcome.

Change agility- maintaining high performance through disruption and change.

Inspiring excellence- motivating others to deliver exceptional results.

Building talent- facilitating career and personal growth.

We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment, but this may be subject to change in the future.

The nature of this role precludes it from consideration for part-time or flexible working arrangements.

#LI-DB1

Equal Opportunities

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.