Customer Success Manager

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.