Head of Customer Success
About Us
We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence. As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.
About The Role
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.
The 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
- 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
- Translate 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
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
About You
- 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
- 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 valueHighly analytical and comfortable using data to drive decisionsA strong people leader who can build and develop high-performing global teamsCommercially minded with a focus on retention, expansion, and growthStrategic yet hands-on, able to turn plans into measurable resultsCollaborative 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.