Customer Success Manager (CSM)

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

for each heading. Only include sections that have real specific content. Must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, not invent or summarize away detail. Remove boilerplate: About Us, About Energy Systems, etc. Also remove EEO, legal, etc. Also remove "What we offer" maybe that is Benefits. Also "About You" maybe part of Requirements/Skills. Need to parse. We need to extract: - About the role: The description of role: "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." That's about the role. Also maybe "What You’ll Do" is responsibilities. Responsibilities: The bullet list under "What You’ll Do" and subheadings Leadership, Execution, Deliverables, Technical, Functional. Those are responsibilities. Requirements: "What Is Required" bullet list. Qualifications: maybe "What Is Preferred" could be qualifications or preferred qualifications. Could treat as Qualifications. Skills: maybe combine some skills from requirements? But we need separate sections only if content exists. Could have Skills section derived from "Ability to ..." etc. But we might just put those under Requirements or Qualifications. However instructions: Use sections for About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should include only those with real content. Likely we have content for About the role, Responsibilities, Requirements, Qualifications (preferred), Benefits, Pay, Schedule. Skills maybe not distinct; but we could extract skills from requirements like "Strong written and verbal English communication skills", "Strong commercial judgment, organization, preparation, documentation, and follow-through." Could be Skills. But we might just put them under Requirements. However we need to follow instruction: include a section ONLY when posting has real, specific content for it. If we don't have a distinct Skills section, we should omit it. But we could still create Skills if we can pull skill-like statements. The posting includes many ability statements; those could be considered skills. However they'd overlap with Requirements. Safer to omit Skills if not clearly separate. Benefits: "What we offer" list includes many benefits. Also note about benefits varying. So we have Benefits. Pay: The compensation range for certain states: "$115,000 - $165,000". Also note "Benefits vary based on position, tenure, location, and employee election". So we have Pay. Schedule: The hybrid schedule: "three (3) days per week working from either a DNV office or client location/site." Also "dynamic hybrid schedule". So we have Schedule. Now we need to format. We must not include boilerplate like About Us, About Energy Systems, EEO, legal, etc. Also remove duplicated lines, navigation, cookie, etc. Also remove application instructions (none). Also remove "About You" maybe considered part of Requirements/Skills but we can incorporate. We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to keep the details exactly as written, but we can format into HTML lists and paragraphs. We must not repeat job title as heading. The job title is Customer Success Manager; we should not put that as heading. We must not put Job ID/requisition numbers as headings (none present). We need to output only HTML fragment, no /, no markdown fences. Let's craft sections:

About the role

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.

But note schedule mention also appears in Schedule section; we might avoid duplication. However we need to preserve all substantive info; duplication is okay if it's in original. But we could keep schedule details in About the role and also Schedule section; but that would duplicate. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Duplication is not prohibited, but we might want to avoid redundancy. However it's okay to keep it in both places as it's in original. But maybe better to keep schedule details only in Schedule section and not repeat in About the role. However the About the role paragraph originally includes schedule mention; if we remove it, we are summarizing away detail (removing). So we should keep it. Then Schedule section can also include that detail; but that would be duplication. Might be okay. However we could rephrase About the role to exclude schedule and put schedule details only in Schedule section, but that would be removing detail from About the role (the schedule mention). That would be summarizing away detail (removing). So we must keep schedule mention in About the role. Then Schedule section can also include it; duplication is fine. Now Responsibilities: We need to capture all responsibilities under "What You’ll Do" and subheadings Leadership, Execution, Deliverables, Technical, Functional. We'll create a

with
• items. Could break into sub-sections? Not required; just list. We need to preserve all detail; we can keep the subheadings as part of list items maybe as bold? But we cannot add extra tags not allowed? We can use inside
• . That's okay. The instruction only specifies using

  for section headings,

  • for any list,

    for prose. It doesn't forbid other tags like . So we can use them to preserve detail. We'll create list items for each bullet under each subheading. Let's extract: 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. Now Requirements: "What Is Required" bullet list: - 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 We need to keep all. The last sentence about drug screening is a statement; we can include as list item. Now Qualifications: "What Is Preferred" bullet list: - 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* We need to keep that last note about immigration-related employment benefits not available. It's a statement; we can include as list item. Now Benefits: "What we offer" list: - Generous paid time off (vacation, sick days, company holidays, personal days)