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. Use

• for any list of duties/requirements/benefits. Use

  for prose. Do not repeat job title as heading. Do not include Job ID etc. Remove boilerplate, navigation, legal, EEO, etc. Preserve all substantive info. We need to parse the posting. First, "About Us" and "About Energy Systems" are company description; we can include maybe as part of About the role? The instruction: "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should create sections with those headings only if there is real content. We need to extract content for each. Let's identify sections: - About the role: The posting includes "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." That's about the role. We'll put that in

  About the role

  with

  . - Responsibilities: The "What You’ll Do" section includes bullet-like paragraphs. We'll extract responsibilities: "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." Then sub-sections: Leadership, Execution, Deliverables, Technical, Functional. Those are responsibilities. We'll combine into a list of duties. We can create

  • items for each bullet. Let's extract bullet points: 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. We'll put these as
    • . - Requirements: The "What Is Required" section lists qualifications: 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'll put these as
      • . - Qualifications: Might overlap with Requirements; but we can treat "What Is Preferred" as Qualifications or Skills. The instruction includes Qualifications and Skills separate. We can put "What Is Preferred" under Qualifications (or Skills). Let's decide: Qualifications: Preferred qualifications. Skills: maybe specific skills like eTRACK+, CRM, etc. But we can combine. Better: Qualifications: Preferred qualifications (working knowledge of NA utility market, experience with utility program-management, etc). Skills: maybe list of specific abilities like strong written/verbal communication, etc. However we already have many abilities in Requirements. To avoid duplication, we can treat Requirements as mandatory qualifications, and Qualifications as preferred. Skills maybe not needed separately if not distinct. But we need to follow instruction: Use headings only when posting has real, specific content. So we can include Qualifications (preferred) and Skills (maybe from "What Is Required" includes abilities). However we could also put Skills under Requirements. But to be safe, we can create Qualifications for preferred, and Skills for abilities like "Strong written and verbal English communication skills", "Strong commercial judgment, organization, preparation, documentation, and follow-through", etc. However those are already in Requirements. Maybe better: Requirements = mandatory qualifications; Qualifications = preferred qualifications; Skills = specific technical/functional skills like eTRACK+, CRM, etc. Let's extract. From "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* (this is a note, not a qualification; we can drop as boilerplate? It's about immigration benefits; maybe we can keep as note but not required. Might be considered minor metadata; we could drop.) We'll put these as Qualifications. Skills: maybe we can list "Strong written and verbal English communication skills", "Strong commercial judgment, organization, preparation, documentation, and follow-through", "Ability to operate autonomously while leading work across a matrixed, cross-functional organization", "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". Those are more like skills. We'll put them under Skills. But we already have many of those in Requirements. To avoid duplication, we could treat Requirements as the list of mandatory qualifications (including education, experience, etc.) and Skills as the abilities (soft skills). That seems okay. Now Benefits: The posting includes "What we offer" with list of benefits. We'll extract that. 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** We'll put these as
        • . Pay: The posting includes compensation range for certain states: "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.”" We need to include Pay section only if posting actually states them. It does state a range for those states. So we can include Pay section with that info. We'll put

          maybe. Schedule: The posting mentions hybrid schedule: "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." Also earlier: "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." So we have schedule info. We'll include Schedule section with that. Now we need to ensure we don't include boilerplate like EEO,