Head of Customer Success

DNV•New York, NY

5d•$190,000 - $218,000•Hybrid

About The Position

The Head of Customer Success leads the customer success function within DNV Energy Systems Digital & Transformation. The role sets strategy and leads a team that helps internal business customers and the clients they serve turn digital and AI-enabled capabilities into sustained, measurable value. It focuses on customer and feature adoption, customer experience, value realization, and growth in adoption. The role partners with business-group and service-line leaders, regional teams, Global Service Area Leads, subject matter experts, product teams, implementation teams, and support teams. It connects customer needs with digital capabilities, ensures clients understand the value of DNV’s digital offerings, and supports smooth adoption and timely realization of benefits. Success is defined by meaningful use that improves business and customer outcomes, rather than platform access or completion of a pilot. The position establishes consistent approaches to onboarding, change enablement, customer health, and value measurement while accommodating differences in business-group needs and regional practices. It is based at a DNV office in New York, Troy, Houston, Arlington, Medford, North Andover, Oakbrook, or Columbus, or may be considered at other DNV offices within the continental U.S. The hybrid schedule typically involves working three days per week from a DNV office or client location/site. Role-specific requirements will be shared during the interview process.

Requirements

Bachelor’s degree in business, management, technology, or a related discipline, or equivalent relevant professional experience.
10 or more years in customer success, digital transformation, implementation, or business enablement, including leadership of a customer-facing or internal customer success function.
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.
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 ability to collaborate with business, product, and technical teams across regions and time zones.
Strong written and verbal English communication skills.
Must complete pre-employment drug and background screening.

Nice To Haves

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.

Responsibilities

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, and create joint success plans with priority use cases, adoption milestones, and expected benefits.
Establish customer segmentation and engagement models that focus team capacity on each business group’s needs, readiness, and value opportunities.
Lead executive business reviews, communicate progress and risks, and secure business ownership of changes needed to realize value.
Define and communicate value propositions that help users and clients understand digital and AI-enabled capabilities and adopt new ways of working.
Build, lead, and develop the customer success team by setting responsibilities, coaching performance, and fostering 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 based on meaningful usage, stakeholder engagement, outcome progress, and unresolved barriers, and lead timely recovery actions.
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 to help users integrate relevant features into business workflows.
Develop business and regional champion networks to share practical experience, support peer learning, and scale proven approaches.
Identify and address adoption barriers involving processes, skills, data, product usability, or policy; coordinate escalations and confirm that interventions restore sustained use.
Own measurement of customer adoption, feature adoption, value realized by business group, and growth in adoption; agree populations, meaningful-use criteria, baselines, reporting periods, and targets with stakeholders and maintain consistent definitions.
Measure sustained meaningful use of products and priority features in relevant workflows, including repeat use, depth of use, workflow fit, and continued use across reporting periods rather than relying on logins or one-time trials.
Measure validated business-group improvements against pre-adoption baselines, distinguish expected from realized benefits, and confirm sustained results with business owners.
Measure net growth in meaningfully active users and teams and changes in adoption rates, accounting for drop-off and changes in eligible populations.
Bring structured customer feedback, adoption evidence, and unmet needs into product prioritization, advocating for improvements with strong business value.
Partner with product and delivery leaders on launch readiness, feature enablement, and resolution of recurring customer issues, and close the feedback loop with affected business groups.
Promote responsible digital and AI use that respects DNV’s independence, confidentiality, and quality requirements, with expert oversight and clear communication of capability limits.
Use validated success stories and lessons learned to scale effective practices across regions and continuously improve the customer success operating model.

Benefits

Generous paid time off, including vacation, sick days, company holidays, and personal days.
Multiple medical and dental benefit plans, plus vision benefits.
Spending accounts, including FSA, dependent care, commuter benefits, and company-seeded HSA.
Employer-paid therapist-led virtual care services through Talkspace.
401(k) with company match.
Company-provided life insurance and short-term and long-term disability benefits.
Education reimbursement program.
Flexible work schedule with hybrid opportunities.
Charitable matched giving and volunteer rewards through the Impact Program.
Company-paid volunteer time off.
Career advancement opportunities.