Head of Customer Success

All locations

Houston, TX, United States

Mechanicsburg, PA, United States

Corvallis, OR, United States

Portland, OR, United States

Dallas, TX, United States

Austin, TX, United States

Columbus, OH, United States

Miami, FL, United States

Business:

Energy Systems

Position type:

Full Time

Contract type:

Permanent Employee

Job ID:

7117

Overview

About us

We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About the role

Lead Customer Outcomes. Build a World-Class Customer Success Function. Drive Growth.

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.

What you'll Do

Lead and Scale Customer Success

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)

Drive Customer Outcomes and Growth

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)

Leverage Data and Customer Insight

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

What we offer

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

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.

About you

What is Required

Bachelor's degree in engineering, Business, Computer Science, Data Analytics, or a related field

10+ years of experience in Customer Success, Services, Account Management, Customer Operations, or related leadership roles, including experience leading global or geographically distributed teams through multiple levels of leadership

Strong analytical capabilities with experience using data to drive customer and business outcomes

Experience building customer success processes, health models, metrics, and dashboards

Strong communication, stakeholder management, and leadership skills

Commercial understanding of customer retention, expansion, and recurring revenue models

Strong written and verbal English communication skills

We conduct pre-employment drug and background screening

What is preferred

Experience in SaaS, software, or technology-enabled businesses

Experience serving industrial, energy, infrastructure, or pipeline customers

Experience with CRM, customer success, and business intelligence platforms

Experience leading organizational change and process improvement initiatives

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

Success Profile

The ideal candidate is:

Customer obsessed and focused on delivering measurable business value

Highly analytical and comfortable using data to drive decisions

A strong people leader who can build and develop high-performing global teams

Commercially minded with a focus on retention, expansion, and growth

Strategic yet hands-on, able to turn plans into measurable results

Collaborative and influential across functions and geographies

Why Join Us?

This is an opportunity to shape the future of Customer Success for DNV's Pipeline Business Line. You will lead a global team, influence product strategy, improve customer outcomes, and directly contribute to business growth.

We're looking for a leader who can build a modern, analytics-driven customer success organization that goes beyond relationship management to deliver measurable value for customers and DNV.

Benefits

Please note, benefits may depend on your contract type, please confirm with your recruiter.

Profit Share

You’ll be part of our global profit share scheme that means we all share in our success as a business. If we profit, so do you. This will be part of our Total Compensation approach each year and depends on our year-end results.

Personal Development

You’ll have a lot of opportunities to learn and grow. Whether it’s building your network, having resources to plan and realise your career goals or enjoying genuine freedom to satisfy your curiosity, we’ll make sure you’re always growing and developing.

401(k)

DNV provides the option for eligible employees to enroll in our professional managed 401(k) plan. We’ll match up to a percentage of employee elected investment, which will become fully vested after a few years.

Healthcare and more

You’ll have multiple medical plans to choose from including Dental, Vision, RX plans, AD&D, Critical Illness, ST/LT Disability, Paid Parental Leave, Virtual TalkSpace Therapy.

Additional benefits

ID theft protection, generous PTO accrual including paid volunteer time off, company paid holidays, discounted pet insurance, dollar-for-dollar charitable donation matching, Dollars for Doers, additional vacation hours purchase plan, commuter benefits, Employee Assistance Program (EAP), tuition reimbursement.

Values-led organization

Our values show a commitment to employees and the community they serve. These serve a guiding light on our journey to fulfill our Purpose of safeguarding life, property, and the environment. Driven by these Values, you’ll have the opportunity to give back through not only charitable matched giving, but through direct support to community organizations and as a mentor to students in underserved communities.

Diversity, Equity and Inclusion

At DNV, our commitment to Diversity, Equity, and Inclusion is not only an ethical choice, but also a business decision.

Diversity, fairness, and a sense of belonging are a source of strength for our people, our business, and our customers, and help us to deliver on our purpose, vision, and values.

Working here

Since 1864 we’ve been dedicated to safeguarding life, property and the environment. Today we remain at the forefront of new technologies and techniques to help our customers transform for a more sustainable future.

At DNV you can expect to deliver career and industry defining work. You’ll be given the time to build your network, the resources to support your development, and the freedom to satisfy your curiosity and desire to learn.