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
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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.

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

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.

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.

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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.