Head of Customer Success
About The Position
We are seeking an exceptional Head of Customer Success to lead the global Customer Success function for DNV's Pipeline software portfolio. Reporting to the Chief Revenue Officer, this leader will be responsible for building and scaling a high-performing global organization that drives customer adoption, retention, expansion, and advocacy. The successful candidate will combine strong leadership, analytical rigor, commercial acumen, and customer focus to ensure customers realize measurable business value from our solutions. Working closely with Sales, Product Management, Engineering, Marketing, and Support, they will leverage customer insights, health metrics, and market intelligence to improve customer outcomes, influence strategic decisions, and drive sustainable business growth. This is a highly visible leadership role with the opportunity to shape the future of Customer Success within the Pipeline Business Line, develop a global team, and play a key role in the continued growth and transformation of DNV's software business. This role follows a hybrid work model.
Requirements
- Strong leadership skills
- Analytical rigor
- Commercial acumen
- Customer focus
Responsibilities
- Lead, develop, and inspire a global Customer Success team through coaching, succession planning and talent development
- Establish common processes, metrics, best practices, and expansion strategies across regions
- Build a high-performance culture focused on accountability, customer outcomes, and continuous improvement that attracts and retains top talent
- Foster strong collaboration across Sales, Product Management, Engineering, Support, and Marketing
- Establish and report on key Customer Success KPIs, including adoption, retention, customer health, expansion, and Net Revenue Retention (NRR)
- Own the customer lifecycle from onboarding through renewal, retention, and expansion
- Ensure customers achieve their desired outcomes and realize measurable value from our software solutions
- Develop executive-level customer relationships and lead strategic account reviews
- Partner with Sales and Growth teams to identify upsell, cross-sell, and renewal opportunities
- Improve customer retention, adoption, customer health, and Net Revenue Retention (NRR)
- Develop and manage customer health scoring, dashboards, and success metrics
- Analyze adoption, usage, engagement, and business outcome data to identify risks and opportunities
- Act as the voice of the customer by translating customer needs and market insights into product improvements
- Influence company strategy through customer trends, market intelligence and business performance
- Leverage AI, automation, and scalable processes to improve customer experience and operational efficiency
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
