Lead, coach, and develop a team of Customer Success Managers supporting Power & Tech customers
Build a culture of accountability, customer empathy, and proactive engagement
Own retention, adoption, and customer health metrics for the Power & Tech portfolio
Guide CSMs in managing onboarding handoff, adoption, value realization, and ongoing engagement
Support renewal strategy by ensuring customers are prepared well ahead of renewal cycles
Ensure consistent use of playbooks, success plans, QBRs, and customer lifecycle processes
Track and report on KPIs such as adoption, engagement, health scores, and GRR/NRR for your vertical
Support rollout of new processes, tooling, and the Customer Success Platform within your team
Ensure CSMs are deeply embedding Lens and other WoodMac products into customer workflows
Work closely with Sales on renewal and expansion opportunities within Power & Tech accounts
Collaborate with Product to share Voice of Customer insights and help the team stay current on product updates
Partner with Research to ensure CSMs and customers fully leverage Power & Renewables content and expertise
Engage Support and Training teams to drive smoother issue resolution and improved enablement

2–3+ years of experience leading or mentoring Customer Success Managers (or equivalent leadership within SaaS, analytics, or data-focused teams)
Prior experience in B2B SaaS, analytics, data products, or enterprise subscription businesses
Experience working with customers in power, utilities, renewables, or technology (preferred, not required)
Strong customer-facing skills with the ability to support escalations, coach others, and influence stakeholders
Good commercial instincts around retention, health, and adoption drivers
Comfort interpreting data to guide decisions, prioritize accounts, and coach the team
Strong communication, organization, and operational discipline
A collaborative mindset and high degree of customer empathy
Intellectual curiosity and interest in the evolving power and energy transition landscape

Senior Manager, Customer Success – Power & Tech

Key skills