Head of Customer Success

DNV•Oakland, CA

5d•Hybrid

About The Position

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 customer success strategy and leads a team focused on customer and feature adoption, customer experience, value realization, and growth in adoption. The position partners with business-group and service-line leaders, regional teams, Global Service Area Leads, subject matter experts, client-facing teams, and product, implementation, delivery, and support teams. It establishes consistent approaches to onboarding, change enablement, customer health, and value measurement while accommodating differences among business groups and regions. Success is defined by meaningful use that improves business and customer outcomes, rather than platform access or pilot completion. The role owns customer success strategy and operations, team leadership, onboarding and sustained adoption, adoption and value measurement, and customer insight and product partnership. It defines four adoption and value measures: customer adoption, feature adoption, value realized by business group, and growth in adoption. It also promotes responsible digital and AI use that respects DNV's independence, confidentiality, and quality requirements, with appropriate expert oversight and clear communication of capability limits. The position is based at a DNV office in New York, NY; Troy, NY; Houston, TX; Arlington, VA; Medford, MA; North Andover, MA; Oakbrook, IL; or Columbus, OH. Employees typically spend three days per week working from a DNV office or client location/site. The position may also be considered at other DNV offices within the continental U.S. 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+ 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.
Successful completion of 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 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 business groups' 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 the benefits of digital and AI-enabled capabilities and adopt new ways of working.
Build, lead, and develop the customer success team; set responsibilities, coach performance, and foster 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.
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 a network of business and regional champions to share practical experience, support peer learning, and scale proven approaches.
Identify and address adoption barriers involving process, skills, data, product usability, or policy; coordinate escalation and confirm interventions restore sustained use.
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 customer adoption by tracking the number and share of eligible users and teams meaningfully using the product in agreed workflows, comparing with baseline and verifying continued use across successive periods.
Measure feature adoption by tracking the number and share of eligible users and teams applying priority features to relevant work, assessing repeat use, depth of use, and workflow fit against baseline.
Measure value realized by business group by validating improvements against pre-adoption baselines over an agreed period, distinguishing expected benefits from realized benefits and confirming 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 across comparable periods, 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 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 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 to choose from.
Vision benefits.
Spending accounts, including FSA, Dependent Care, and Commuter Benefits, and a 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.
Paid volunteer time off (VTO).
Career advancement opportunities.