Do you support candidates who need a visa?

This depends on the role. Refer to the job posting for details and make sure you have the necessary permissions or visa to work in the country you’re applying for. We’ll check your documents during the recruitment process and let you know if you’re missing anything.

Do you offer relocation services?

Depending on the role and location, we may be able to offer support with relocation. Your recruiter will discuss this with you during the recruitment process.

What’s your approach to hybrid working? Where will I be based?

We’ve adapted to the changing world of work, so depending on your role and location, you'll be able to find a balance between home, on-site and office work that works for you and the business.

Will I need to travel for work?

Travel requirements vary by role but if you have a field-based role then yes, you will need to travel for work. You’ll find details in the job posting itself and you can ask your recruiter for clarification.

What benefits do you offer?

We offer a comprehensive benefits package that varies by role and location. We focus on work/life balance and offer you flexible working hours, vacation allowance, competitive pension, insurance and a profit share scheme. You’ll find more details on job postings, and your recruiter can answer any specific questions you have.

How much holiday do you offer?

Your holiday entitlement depends on your location and length of service. Please take a look at the job posting for more details and speak with your recruiter if you have questions about a specific role’s entitlement.

What’s your pension policy?

We care about your long-term financial security and prioritize pension and retirement benefits to reflect that. You can ask your recruiter for more information if you have specific questions about our pension policy.

What’s your sick leave policy?

Your health and wellbeing are our priority, and our policies reflect this. You can find out more about our sick leave policy by talking to your recruiter.

What’s your parental leave policy?

We understand how important family life is and support parents with leave policies tailored to their needs. If you have specific questions, please ask your recruiter for more details.

Do you offer bonuses?

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. You’ll be rewarded as part of our Total Compensation approach each year, which depends on our year-end results.

What’s your approach to wellbeing and health insurance?

Alongside a healthcare package where you can sign up your spouse and any dependants too, you’ll have access to the many wellbeing initiatives we run, including workshops, webinars, consultations with specialists.

What career development opportunities do you offer?

We believe in the 70/20/10 approach to learning – on-the-job training, technical development, and formal learning opportunities. You can check out our knowledge booster program video to find out more about how we nurture your growth and development.

Do employees return to DNV after leaving?

Yes, we regularly welcome back colleagues who have worked elsewhere and then return to us. You can hear one of their stories here .

How can I manage my application/data?

If you log in to your account on our careers site, you can manage your application and data preferences.

Can I sign up for job alerts?

Yes, you can register for job alerts by joining our Talent Community here . By signing up, you’ll be first to learn about new job opportunities that could be the perfect fit for you.

Customer Success Manager (CSM)

All locations

Houston, TX, United States
Austin, TX, United States
Irvine, CA, United States
Oakland, CA, United States
Medford, MA, United States
New York, NY, United States

Business:: Energy Systems

Position type:: Full Time

Contract type:: Permanent Employee

Job ID:: 7638

Apply

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 Energy Systems

We help customers navigate the complex transition to a decarbonized and more sustainable energy future. We do this by assuring that energy systems work safely and effectively, using solutions that are increasingly digital. We also help industries and governments to navigate the many complex, interrelated transitions taking place globally and regionally, in the energy industry.

About the role

DNV is seeking a Customer Success Manager. This role would be serving Energy System North America’s Digital Solutions team.

This role is based at our DNV office in Houston, TX, Austin, TX, Irvine, CA, Oakland, CA, Medford, MA, New York, NY 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 

The Customer Success Manager is the commercial owner for retention and growth across an assigned regional portfolio of existing Platform Services customers. This is not a reactive support role. The CSM leads renewals, protects recurring revenue, develops expansion opportunities, strengthens customer relationships, and maintains accurate Annual Recurring Revenue (ARR) and Net Revenue Retention (NRR) forecasts.

The successful candidate will combine utility-industry credibility, disciplined account management, and commercial judgment. The CSM will understand customer priorities and operating challenges, connect those needs to measurable value, and coordinate the right DNV expertise to support customer outcomes and account growth.

Leadership 

Serve as the commercial owner for retention, renewal, and growth across an assigned portfolio of existing Platform Services customers.
Lead forward-looking account strategies that connect customer priorities, platform adoption, stakeholder relationships, commercial risk, and growth potential.
Coordinate Account Executives, Technical Advisors, Forward Deployed Engineers, eTRACK+ subject-matter experts, Customer Education, Enablement, Product, Delivery, and Support around a shared account strategy.
Represent the customer internally while maintaining clear ownership, realistic commitments, and coordinated follow-through.
Engage DNV utility relationship owners and the broader commercial team in coordinated account planning and co-selling.

Execution 

Manage the renewal lifecycle well in advance of contractual deadlines, including value confirmation, decision paths, procurement requirements, commercial dependencies, and stakeholder alignment.
Identify churn and contraction risk early and lead recovery plans with clear owners, milestones, and escalation paths.
Identify, qualify, and advance expansion opportunities based on customer priorities, program roadmaps, workflow needs, platform adoption, and budget evidence.
Lead customer success, value, and commercial reviews focused on outcomes, adoption, roadmap priorities, risks, and future value.
Develop relationships across program, operations, IT, regulatory, procurement, and executive stakeholders.
Partner with Account Executives when opportunities cross organizational boundaries or require a broader enterprise sales motion.

Deliverables 

Maintain current, evidence-based Annual Recurring Revenue (ARR), Net Revenue Retention (NRR), renewal, and expansion forecasts.
Develop documented account and renewal plans with clear assumptions, opportunity stages, next actions, decision paths, and realistic close dates.
Provide concise monthly, quarterly, and annual reporting on recurring revenue, renewals, expansion, commercial risk, and forecast confidence.
Maintain complete customer, stakeholder, renewal, risk, and opportunity information in designated CRM and planning tools.
Maintain stakeholder maps that identify customer champions, decision-makers, influence, relationship gaps, and succession risks.
Produce qualified expansion pipeline supported by identified customer needs, buying processes, budget evidence, and agreed next actions.

Technical 

Develop strong working knowledge of eTRACK+ and relevant Platform Services capabilities.
Build credibility in the North American utility environment, particularly energy efficiency program administration and distributed generation interconnection workflows.
Translate customer business and operational needs into actionable platform, workflow, integration, reporting, and service requirements.
Connect customers with the appropriate DNV technical, utility-domain, product, delivery, and enablement expertise.
Bring customer insights to Product, Delivery, and Enablement teams to inform priorities and improve the customer experience.

Functional 

Protect recurring revenue through early renewal planning, visible risk management, and disciplined commercial follow-through.
Grow portfolio NRR through qualified expansion pipeline and coordinated execution.
Connect platform use to measurable operational and business outcomes and ensure customers understand the value delivered by Platform Services.
Build durable customer relationships that extend beyond a single contact and include credible champions and decision-makers.
Maintain a shared account strategy and a clear view of ownership, customer commitments, risks, and next actions across DNV teams.

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

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

For California, Connecticut, Illinois, Maine, Massachusetts, New Jersey, New York, Virginia and Washington: “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 $115,000 - $165,000.”

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 disabilities. US applicants with a physical or mental disability who require reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department (hrrecruitment.northamerica@dnv.com). Information received relating to accommodation will be addressed confidentially.

For more information 
https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

About you

You are commercially accountable, customer-centered, and comfortable owning retention, growth, and forecast outcomes. You communicate candidly, address difficult issues directly, and build credibility with utility business, operational, technical, procurement, and executive stakeholders.

You are curious about utility operations, disciplined in preparation and follow-through, and able to move customer conversations from platform features and activities to measurable outcomes and decisions. You work effectively across a matrixed organization, mobilize the right contributors, clarify ownership, and operate autonomously when required.

What Is Required 

Bachelor’s degree in business, engineering, energy, information systems, or a related field, or equivalent relevant experience.
5+ years of recent experience in customer success, account management, enterprise software, utility consulting, or a comparable customer-facing commercial role.
Demonstrated experience managing complex renewals, retention, and expansion within existing enterprise accounts.
Experience developing account plans, managing commercial risk, and producing revenue or renewal forecasts.
Ability to translate customer priorities and operational challenges into measurable solution value and an actionable commercial path.
Ability to engage utility business, operational, technical, procurement, and executive stakeholders.
Strong commercial judgment, organization, preparation, documentation, and follow-through.
Ability to operate autonomously while leading work across a matrixed, cross-functional organization.
Willingness and ability to travel approximately 30% of the time for customer and team engagement.
Valid driver’s license and the ability to rent and drive a car and travel on public conveyances when required.
Ability to transport personal luggage during multi-day business travel and work for extended periods at a computer.
Strong written and verbal English communication skills.
We conduct pre-employment drug and background screening

What Is Preferred 

Working knowledge of the North American utility market and at least one relevant area, such as energy efficiency, demand-side management, distributed energy resources, or distributed generation interconnection.
Experience with utility program-management, workflow, customer relationship management, tracking, reporting, or interconnection software.
Experience managing SaaS ARR, NRR, renewal forecasts, customer health, and expansion pipeline.
Knowledge of utility procurement, contracting, regulatory commitments, and multi-stakeholder buying processes.
Experience leading executive business reviews, value reviews, adoption plans, or customer recovery plans.
Experience with eTRACK+ or a comparable utility program-administration or workflow platform.
Experience using CRM and commercial-planning tools to manage accounts, renewals, opportunities, risks, and forecasts.
Experience using AI-enabled tools responsibly to support account research, customer insights, forecasting, communication, or commercial productivity.

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

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.

Learn more

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.

Learn more

Application Process

FAQs

Welcome to our Frequently Asked Questions page. We’ve put together answers to the questions we’re asked most often to help you find the information you need quickly and easily. Whether you're curious about our recruitment process, benefits or career growth and development, you should find the information below.

How can I find job openings that fit my skills and interests?

Explore our official job search page where you can use filters such as job type, location, and department to find roles that best match your qualifications and career aspirations.

What’s your application process like?

You can apply directly through our careers page by submitting your CV and any other documents we require (i.e. university diplomas/transcripts; visas; previous employment reference letters). Make sure your application is fully completed, and you tailor it to the specific job listing.

Is your recruitment process designed to be inclusive and accessible?

Yes, it is. We're an equal opportunities employer and welcome applications from all candidates. We’re happy to support your need for any adjustments during the application and hiring process. Share the details of what you need within your application.

What types of interviews might I undergo?

Depending on your role, our interview process may include initial phone screenings, video conferences, and in-person interviews, focusing on both your technical abilities and our shared values. You can ask your recruiter specifically about the interview process for your role.

How long does the hiring process typically take from application to decision?

The timeline can vary but we make every effort to reply to each candidate as soon as possible and keep everyone up-to-date with where they are in the recruitment process.

How do I know if a recruitment contact is legitimately from your company?

Official communication will come from our verified company email addresses. Carefully check any suspicious looking emails and if you have any doubts, don’t engage.

Are there any fees involved in your recruitment process?

No, we do not charge any fees at any stage of our recruitment process. All applications and interviews are free of charge, we will never ask you to pay any fees or make any payments – please be wary of any requests for payment as these are likely scams.

What should I do if I suspect a job scam?

If you encounter suspicious job postings or recruitment practices, do not provide personal information and contact your recruiter as soon as possible. We take these matters seriously. We will never ask you to pay any fees or make any payments part of our recruitment process.

Does DNV complete background checks?

Security and compliance with statutory requirements in the countries in which we operate is essential for DNV. Background checks will be conducted on all final candidates as part of the offer process, in accordance with applicable country-specific laws and practices.

Please ask your recruiter for further details.

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Disclaimer

Please beware of recruitment scams that pretend to be from DNV or its employees. We will never ask you to pay any fees or make any payments as part of our recruitment process.