Hiring: Director - Customer Success Company: Wood Mackenzie Location: Houston, TX Job Posted Time: 2026-09-16 15:42:19 Employment Type: Hybrid Target Skills & Keywords : Risk Management, SaaS, Stakeholder Management About the job Experience: •50 years our work has guided the decisions of the world’s most influential energy producers, utilities companies, financial institutions and governments. •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. •Over 50 years our work has guided the decisions of the world’s most influential energy producers, utilities companies, financial institutions and governments. Required Skills: •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. •Actively facilitate and support 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. Qualifications: •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. •Hybrid working model—minimum two days in office weekly (subject to change). •Flexibility to work across global time zones. •Demonstrated capacity to set and achieve team performance targets, including retention and expansion goals. •Demonstrated capacity to foster strong employee engagement and talent development. •Act as a role model of Wood Mackenzie values, integrity, and leadership behavior. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!