Head of Customer Success

The Head of Customer Success leads the customer success function within DNV Energy Systems Digital & Transformation, helping internal business customers and the clients they serve turn digital and AI-enabled capabilities into sustained, measurable value. The role sets the customer success strategy and leads a team focused on customer adoption, feature adoption, customer experience, value realization , and growth in adoption. 

You will partner with business-group and service-line leaders, regional teams, Global Service Area Leads and subject matter experts (SMEs) to understand their priorities and embed useful capabilities into day-to-day work. You will also help ensure that clients understand the value of DNV's digital offerings, experience smooth adoption, and realize benefits quickly. Success means meaningful use that improves business and customer outcomes, not simply access to a platform or completion of a pilot.

Working across global teams and time zones, you will connect customer needs with product, implementation and support teams. You will establish a consistent approach to onboarding, change enablement, customer health and value measurement while allowing for differences in business-group needs and regional ways of working.

This role is based at our DNV office in New York, NY; Troy, NY; Houston, TX; Arlington, VA; Medford, MA; North Andover, MA;  Oakbrook, IL; Columbus, OH offices, presenting a dynamic hybrid schedule where employees will typically spend three (3) days per week working from either a DNV office or client location/site. Further details regarding role-specific requirements will be shared during the interview process.

The position may also be considered at other DNV offices within the continental U.S.

What you’ll do

Customer Success Strategy & Business Partnership 

• Define and execute the customer success strategy across business groups, service lines and regions, aligning priorities with business outcomes, customer outcomes, and the digital product portfolio. 
• Build trusted relationships with senior business stakeholders and client facing teams, create joint success plans with priority use cases, adoption milestones and expected benefits. 
• Establish customer segmentation and engagement models that focus team capacity on the needs, readiness and value opportunities of each business group. 
• Lead executive business reviews, communicate progress and risks clearly, and secure business ownership of the changes needed to realize value. 
   
• Define and communicate clear value propositions that help users and clients understand the benefits of digital and AI-enabled capabilities and adopt new ways of working successfully. 

Team Leadership & Customer Success Operations 

• Build, lead and develop the customer success team, setting clear responsibilities, coaching performance, and creating a culture of accountability and customer advocacy. 
• Create repeatable playbooks for onboarding, engagement, value reviews and adoption recovery. 
• Set team priorities and resource plans, balancing high-touch support for complex needs with scalable enablement for broader adoption. 
• Establish customer health reporting that combines meaningful usage, stakeholder engagement, progress toward outcomes and unresolved barriers; lead timely recovery actions. 

Onboarding, Change Enablement & Sustained Adoption 

• Own the customer journey from readiness and onboarding through first value and sustained use, with clear responsibilities shared with business sponsors and delivery teams. 
• Lead role-based training, communications and change enablement that help users integrate relevant features into real business workflows. 
• Develop a network of business and regional champions to share practical experience, support peer learning and scale proven approaches. 
• Identify and address adoption barriers, including process, skills, data, product usability and policy constraints; coordinate escalation and confirm that interventions restore sustained use. 

Adoption & Value Measurement 

• Own the four measures below. Agree eligible populations, meaningful-use criteria, starting baselines, reporting periods and targets with business stakeholders; maintain consistent definitions and review progress by business group. Measure sustained completion of relevant work, not logins alone. 
• Measure customer adoption as the number and share of eligible users and teams using the product meaningfully in agreed business workflows over the reporting period. Compare with the starting baseline and verify continued use across successive periods. 
• Measure feature adoption as the number and share of eligible users and teams applying each priority feature to relevant work during the reporting period. Compare with the feature's baseline and assess repeat use, depth of use and workflow fit, rather than one-time trials. 
• Measure value realized by business group as validated improvements against each group's pre-adoption baseline over an agreed period, such as time saved, reduced cycle time, improved quality or increased delivery capacity. Separate expected benefits from realized benefits and confirm sustained results with business owners. 
• Measure growth in adoption as the net increase in meaningfully active users and teams, and the change in adoption rates, from the baseline to subsequent comparable periods. Account for drop-off and changes in the eligible population and show whether adoption is sustained as it expands across business groups. 

Customer Insight, Product Partnership & Responsible Use 

• Bring structured customer feedback, adoption evidence and unmet needs into product prioritization, advocating for improvements with the greatest business value. 
• Partner with product and delivery leaders on launch readiness, feature enablement and resolution of recurring customer issues; close the feedback loop with affected business groups. 
• Promote responsible digital and AI use that respects DNV's independence, confidentiality and quality requirements, with appropriate expert oversight and clear communication of capability limits. 
• Use validated success stories and lessons learned to scale effective practices across regions, while continuously improving the customer success operating model. 

What Is Required

• Bachelor's degree in business, management, technology or a related discipline, or equivalent relevant professional experience.
• 10+ years in customer success, digital transformation, implementation or business enablement, including leadership of a customer-facing or internal customer success function.
• A demonstrated record of growing sustained adoption of digital products and showing measurable business value beyond initial launches or pilots.
• Experience leading and developing teams, setting priorities and building scalable customer success processes across multiple stakeholder groups.
• Ability to build credibility with senior leaders and professional users, lead outcome-focused business reviews, and influence decisions across a matrix organization. 
• Strong capability in onboarding, change management and enablement, including diagnosing adoption barriers and helping teams change established ways of working. 
• A data-driven approach to setting baselines, defining meaningful use measures, assessing customer health, and validating realized benefits with business owners. 
• Clear communication, sound judgment, and the ability to collaborate with business, product, and technical teams across regions and time zones. 
• Strong written and verbal English communication skills 
• We conduct pre-employment drug and background screening

What Is Preferred

• Experience in the energy sector, professional services, assurance, advisory or another complex or regulated business environment.
• Experience establishing or scaling an internal customer success function across business groups and regions.
• Experience enabling adoption of AI-supported workflows, with an understanding of responsible use, confidentiality and human oversight.
• Familiarity with product analytics, dashboards and benefits-realization methods.
• Experience building champion networks, communities of practice or executive sponsorship programs that sustain organizational change.

*Immigration-related employment benefits, for example visa sponsorship, are not available for this position*

• Generous paid time off (vacation, sick days, company holidays, personal days)
• Multiple Medical and Dental benefit plans to choose from, Vision benefits
• Spending accounts – FSA, Dependent Care, Commuter Benefits, company-seeded HSA
• Employer-paid, therapist-led, virtual care services through Talkspace
• 401(k) with company match
• Company provided life insurance, short-term, and long-term disability benefits
• Education reimbursement program
• Flexible work schedule with hybrid opportunities
• Charitable Matched Giving and Volunteer Rewards through our Impact Program
• Volunteer time off (VTO) paid by the company
• Career advancement opportunities  

**Benefits vary based on position, tenure, location, and employee election**

DNV provides a reasonable range of compensation for this role. The actual compensation is influenced by a wide array of factors, including but not limited to skill set, level of experience, and specific location. For the states of California, Connecticut, Illinois, Maine, Massachusetts, New Jersey, New York, Virginia and Washington only, the starting pay range for this role is $190,000 - $218,000.

DNV is a proud equal opportunity employer committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. DNV is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with a disability. US applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department ([email protected]). Information received relating to accommodation will be addressed confidentially. 

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