Head of Customer Success

Job-:
Consultant

Location:

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

Schedule:

Full time Posted:
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…