Customer Success Manager (CSM)

DNV is seeking a Customer Success Manager.This role would be serving Energy System North Americas 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 aDNV 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 Youll 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.

• 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 $115000 - $165000.

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 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 (). Information received relating to accommodation will be addressed confidentially.

For more information
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

• Bachelors 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 drivers 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*