Customer Success Manager (CSM)

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.

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.

What We Offer

• 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."

About You

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