Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 49 days ago

Director - Customer Success

woodmac27 open roles

Where
US TX Houston Office
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowDirector - Customer Successwoodmac · US TX Houston Office

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on woodmac's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

9.5% of postings close within 7 days. Measured by our own scanner across the market. woodmac postings stay open a median of 6 days.

Share of postings closed within
  1. 1.8%1 day
  2. 4.0%3 days
  3. 9.5%7 days
  4. 15.6%14 days
  5. 33.9%30 days
This job: posted 49 days ago

woodmac median: 6 days open

The posting

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

Company

Wood Mackenzie is the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have delivered high‑quality data, analytics, and insight that customers rely on to make confident decisions.

Across oil, gas & LNG, power & renewables, chemicals, metals & mining, and other key sectors, our 1,900 employees in 30 locations support clients in nearly 80 countries. Together, we help accelerate the world’s transition to a more sustainable future. Learn more at woodmac.com.

Role Purpose

As Wood Mackenzie continues its transformation into a modern, product‑led SaaS organization, Customer Success is becoming a critical engine for customer value, retention, and long‑term growth. The Director of Customer Success will play a key leadership role in operationalizing Customer Success across regions, driving excellence in onboarding, adoption, engagement, and advocacy. You will embed Customer Success into the company culture, champion our products, and ensure customers achieve measurable outcomes. This role is ideal for a disciplined operator who excels at scaling teams, building processes, and partnering cross‑functionally to deliver commercial impact.

Main Responsibilities

Operational Excellence & CS Foundations

  • Build and refine the foundational processes, systems, and operating model that enable a consistent, scalable, and high‑performing Customer Success organization.
  • Drive disciplined operational execution by establishing clear plans, milestones, risk management approaches, and strong accountability across the team.
  • Analyze existing processes to identify opportunities to streamline, automate, and simplify workflows to improve efficiency and scalability.
  • Establish and enforce standardized best practices, playbooks, and success frameworks for enterprise customers.
  • Implement technology, tooling, and workflows that improve visibility, efficiency, and decision‑making across the customer lifecycle.
  • Support the build‑out of the new Customer Success Platform, including process design, enablement, and playbook development.

Customer Lifecycle, Adoption & Value Realization

  • Ensure a consistent, high‑quality post‑sale experience that drives adoption, engagement, satisfaction, and measurable customer outcomes.
  • Own the post‑sale phase of the customer journey, for both new customer onboarding and existing customer success programss, ensuring strong adoption, retention, and health across regional and enterprise accounts.
  • Drive core Customer Success outcomes, including improved GRR/NRR, higher product adoption, increased customer satisfaction and NPS, and expanded advocacy.
  • Use GRR/NRR insights to identify risks, highlight growth opportunities, and drive targeted actions that strengthen commercial performance.

Analytics, Reporting & Continuous Improvement

  • Develop and utilize metrics and KPIs to measure regional and global CS performance, identifying trends related to usage, satisfaction, and operational efficiency.
  • Produce clear reporting on customer health, risks, escalations, and trends to inform leadership and guide strategic actions.
  • Continuously refine the customer journey, reinforcing consistent, repeatable touchpoints across customer segments.

Cross‑Functional Leadership & Alignment

  • Partner closely with Sales to coordinate retention and expansion strategies and ensure a seamless handoff and ongoing collaboration.
  • Work closely with Product to provide actionable Voice of Customer insights and influence product roadmap priorities.
  • Collaborate with Research teams to ensure customers fully leverage Woodmac’s content, analysis, and domain expertise.
  • Provide executive‑level visibility into customer trends, risks, and opportunities.
  • Contribute to cross‑functional operational reviews and support progress reporting to the SVP, Customer Organization.

Team Leadership & Talent Development

  • Manage and develop a high‑performing team of Customer Success Senior Managers and specialists focused on adoption, engagement, and value realization.
  • Mentor and coach CSMs to mature into strong trusted advisors and operational leaders.
  • Support development of compensation plans, operating models, and career paths aligned with team responsibilities and business goals.
  • Foster an inclusive, engaged, and high‑accountability team culture with strong performance management discipline.

About You

You have:

  • 5+ years leading Customer Success teams within a B2B SaaS or Technology organization.
  • 10+ years of being in Customer Success including related disciplines for a broad range of experience in post-sale work.
  • Strong leadership experience, including managing managers and leading through multiple layers.
  • A strategic, analytical mindset with the ability to operationalize solutions at-scale.
  • Deep customer empathy paired with strong commercial instincts (renewals, expansion, long‑term value).
  • Patience to help us tune our operations based on where we are today, and a vision for future operational excellence.
  • Excellent communication and stakeholder management skills across all levels, including C‑suite.
  • Experience scaling CS operations and driving cross‑functional initiatives.
  • (Nice to have) Experience in oil & gas, energy, or natural resources.

Role Expectations

  • Hybrid working model—minimum two days in office weekly (subject to change).
  • Flexibility to work across global time zones.
  • Ability to set and achieve team performance targets, including retention and expansion goals.
  • Ability to foster strong employee engagement and talent development.
  • Act as a role model of Wood Mackenzie values, integrity, and leadership behavior.

Wood Mackenzie Values

  • Inclusive – we succeed together
  • Trusting – we choose to trust each other
  • Customer Committed – we put customers at the heart of every decision
  • Future Focused – we accelerate change
  • Curious – we turn knowledge into action

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 (including pregnancy, sexual orientation, and gender identity), national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against woodmac's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on woodmac's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    woodmac's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.