{"id":2304386,"url":"https://alion.io/job/dnv-customer-success-manager-csm","title":"Customer Success Manager (CSM)","company":{"id":1755554,"name":"DNV","domain":"dnv.com","url":"https://alion.io/company/dnv-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":75,"open_postings":26,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Houston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":115000,"max":165000,"currency":"USD","period":"year","gross":null,"usd_annual":165000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-28T13:43:09Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-19T09:32:45Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"DNV is seeking a Customer Success Manager. This role would be serving Energy System North America’s Digital Solutions team.\nThis 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.\nThe position may also be considered at other DNV offices within the continental U.S.\nWhat You’ll Do\nThe 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.\nThe 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.\nLeadership\nServe as the commercial owner for retention, renewal, and growth across an assigned portfolio of existing Platform Services customers. \nLead forward-looking account strategies that connect customer priorities, platform adoption, stakeholder relationships, commercial risk, and growth potential. \nCoordinate Account Executives, Technical Advisors, Forward Deployed Engineers, eTRACK+ subject-matter experts, Customer Education, Enablement, Product, Delivery, and Support around a shared account strategy. \nRepresent the customer internally while maintaining clear ownership, realistic commitments, and coordinated follow-through. \nEngage DNV utility relationship owners and the broader commercial team in coordinated account planning and co-selling. \nExecution\nManage the renewal lifecycle well in advance of contractual deadlines, including value confirmation, decision paths, procurement requirements, commercial dependencies, and stakeholder alignment. \nIdentify churn and contraction risk early and lead recovery plans with clear owners, milestones, and escalation paths. \nIdentify, qualify, and advance expansion opportunities based on customer priorities, program roadmaps, workflow needs, platform adoption, and budget evidence. \nLead customer success, value, and commercial reviews focused on outcomes, adoption, roadmap priorities, risks, and future value. \nDevelop relationships across program, operations, IT, regulatory, procurement, and executive stakeholders. \nPartner with Account Executives when opportunities cross organizational boundaries or require a broader enterprise sales motion. \nDeliverables\nMaintain current, evidence-based Annual Recurring Revenue (ARR), Net Revenue Retention (NRR), renewal, and expansion forecasts. \nDevelop documented account and renewal plans with clear assumptions, opportunity stages, next actions, decision paths, and realistic close dates. \nProvide concise monthly, quarterly, and annual reporting on recurring revenue, renewals, expansion, commercial risk, and forecast confidence. \nMaintain complete customer, stakeholder, renewal, risk, and opportunity information in designated CRM and planning tools. \nMaintain stakeholder maps that identify customer champions, decision-makers, influence, relationship gaps, and succession risks. \nProduce qualified expansion pipeline supported by identified customer needs, buying processes, budget evidence, and agreed next actions. \nTechnical\nDevelop strong working knowledge of eTRACK+ and relevant Platform Services capabilities. \nBuild credibility in the North American utility environment, particularly energy efficiency program administration and distributed generation interconnection workflows. \nTranslate customer business and operational needs into actionable platform, workflow, integration, reporting, and service requirements. \nConnect customers with the appropriate DNV technical, utility-domain, product, delivery, and enablement expertise. \nBring customer insights to Product, Delivery, and Enablement teams to inform priorities and improve the customer experience. \nFunctional\nProtect recurring revenue through early renewal planning, visible risk management, and disciplined commercial follow-through. \nGrow portfolio NRR through qualified expansion pipeline and coordinated execution. \nConnect platform use to measurable operational and business outcomes and ensure customers understand the value delivered by Platform Services. \nBuild durable customer relationships that extend beyond a single contact and include credible champions and decision-makers. \nMaintain a shared account strategy and a clear view of ownership, customer commitments, risks, and next actions across DNV teams. \n Generous paid time off (vacation, sick days, company holidays, personal days)\nMultiple Medical and Dental benefit plans to choose from, Vision benefits\nSpending accounts - FSA, Dependent Care, Commuter Benefits, company-seeded HSA\nEmployer-paid, therapist-led, virtual care services through Talkspace\n401(k) with company match\nCompany provided life insurance, short-term, and long-term disability benefits\nEducation reimbursement program\nFlexible work schedule with hybrid opportunities\nCharitable Matched Giving and Volunteer Rewards through our Impact Program\nVolunteer time off (VTO) paid by the company\nCareer advancement opportunities \n**Benefits vary based on position, tenure, location, and employee election**\nFor 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.”\nDNV is a proud equal-opportunity employer committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.\nDNV is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with disabilities. US applicants with a physical or mental disability who require reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department (). Information received relating to accommodation will be addressed confidentially.\nFor more information\nhttps://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal\n 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.\nYou 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.\nWhat Is Required\nBachelor’s degree in business, engineering, energy, information systems, or a related field, or equivalent relevant experience. \n5+ years of recent experience in customer success, account management, enterprise software, utility consulting, or a comparable customer-facing commercial role. \nDemonstrated experience managing complex renewals, retention, and expansion within existing enterprise accounts. \nExperience developing account plans, managing commercial risk, and producing revenue or renewal forecasts. \nAbility to translate customer priorities and operational challenges into measurable solution value and an actionable commercial path. \nAbility to engage utility business, operational, technical, procurement, and executive stakeholders. \nStrong commercial judgment, organization, preparation, documentation, and follow-through. \nAbility to operate autonomously while leading work across a matrixed, cross-functional organization. \nWillingness and ability to travel approximately 30% of the time for customer and team engagement. \nValid driver’s license and the ability to rent and drive a car and travel on public conveyances when required. \nAbility to transport personal luggage during multi-day business travel and work for extended periods at a computer. \nStrong written and verbal English communication skills. \nWe conduct pre-employment drug and background screening\nWhat Is Preferred\nWorking 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.\nExperience with utility program-management, workflow, customer relationship management, tracking, reporting, or interconnection software. \nExperience managing SaaS ARR, NRR, renewal forecasts, customer health, and expansion pipeline. \nKnowledge of utility procurement, contracting, regulatory commitments, and multi-stakeholder buying processes. \nExperience leading executive business reviews, value reviews, adoption plans, or customer recovery plans. \nExperience with eTRACK+ or a comparable utility program-administration or workflow platform. \nExperience using CRM and commercial-planning tools to manage accounts, renewals, opportunities, risks, and forecasts. \nExperience using AI-enabled tools responsibly to support account research, customer insights, forecasting, communication, or commercial productivity. \n*Immigration-related employment benefits, for example visa sponsorship, are not available for this 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