Customer Success Manager (CSM)

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.

• 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.

RESPONSIBILITIES

• 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 $115,000 - $165,000.”

• 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 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
• [https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal]

QUALIFICATIONS

• You 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

• Bachelor’s 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 driver’s 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*