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.

Head of Customer Success

All locations

New York, NY, United States
Houston, TX, United States
Oak Brook, IL, United States
Medford, MA, United States
Troy, NY, United States
Arlington, VA, United States
North Andover, MA, United States
Columbus, OH, United States

Business:: Energy Systems

Position type:: Full Time

Contract type:: Permanent Employee

Job ID:: 7990

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

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 the customer success strategy and leads a team focused on customer adoption, feature adoption, customer experience, value realization , and growth in adoption.

You will partner with business-group and service-line leaders, regional teams, Global Service Area Leads and subject matter experts (SMEs) to understand their priorities and embed useful capabilities into day-to-day work. You will also help ensure that clients understand the value of DNV's digital offerings, experience smooth adoption, and realize benefits quickly. Success means meaningful use that improves business and customer outcomes, not simply access to a platform or completion of a pilot.

Working across global teams and time zones, you will connect customer needs with product, implementation and support teams. You will establish a consistent approach to onboarding, change enablement, customer health and value measurement while allowing for differences in business-group needs and regional ways of working.

This role is based at our DNV office in New York, NY; Troy, NY; Houston, TX; Arlington, VA; Medford, MA; North Andover, MA; Oakbrook, IL; Columbus, OH offices, 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

Customer Success Strategy & Business Partnership

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, create joint success plans with priority use cases, adoption milestones and expected benefits.
Establish customer segmentation and engagement models that focus team capacity on the needs, readiness and value opportunities of each business group.
Lead executive business reviews, communicate progress and risks clearly, and secure business ownership of the changes needed to realize value.
Define and communicate clear value propositions that help users and clients understand the benefits of digital and AI-enabled capabilities and adopt new ways of working successfully.

Team Leadership & Customer Success Operations

Build, lead and develop the customer success team, setting clear responsibilities, coaching performance, and creating a culture of 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.

Onboarding, Change Enablement & Sustained Adoption

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 that help users integrate relevant features into real 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, including process, skills, data, product usability and policy constraints; coordinate escalation and confirm that interventions restore sustained use.

Adoption & Value Measurement

Own the four measures below. 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 sustained completion of relevant work, not logins alone.
Measure customer adoption as the number and share of eligible users and teams using the product meaningfully in agreed business workflows over the reporting period. Compare with the starting baseline and verify continued use across successive periods.
Measure feature adoption as the number and share of eligible users and teams applying each priority feature to relevant work during the reporting period. Compare with the feature's baseline and assess repeat use, depth of use and workflow fit, rather than one-time trials.
Measure value realized by business group as validated improvements against each group's pre-adoption baseline over an agreed period, such as time saved, reduced cycle time, improved quality or increased delivery capacity. Separate expected benefits from realized benefits and confirm 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, from the baseline to subsequent comparable periods. Account for drop-off and changes in the eligible population and show whether adoption is sustained as it expands across business groups.

Customer Insight, Product Partnership & Responsible Use

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, while continuously improving the customer success operating model.

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**

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 $190,000 - $218,000.

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 a disability. US applicants with a physical or mental disability who require a 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

What Is Required

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.
A 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.
A 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 the ability to collaborate with business, product, and technical teams across regions and time zones.
Strong written and verbal English communication skills
We conduct pre-employment drug and background screening

What Is Preferred

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.

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

Benefits

Please note that some benefits may vary depending on location, business area, and employment terms. 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.