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 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 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.