Head of Customer Success

Job Description

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

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

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 (View email address on click.appcast.io). Information received relating to accommodation will be addressed confidentially.

For more information

Qualifications

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.