Chief Customer Success & Digital Adoption

DNV Group; Columbus (OH); Hybrid; USD 190,000 - 218,000; Full time

Benefits offered by this job

Generous paid time off

Medical and dental plans

401(k) with company match

Hybrid work schedule

Job summary

DNV seeks a Head of Customer Success for its Energy Systems Digital & Transformation group. You will define the CS strategy across business groups, lead a regional team, and partner with senior stakeholders to secure value realization from digital offerings.

You will oversee onboarding, health metrics, and growth in adoption across global regions. You will build playbooks, manage change enablement, and drive measurable outcomes while collaborating with product, delivery, and support teams across

Qualifications

• Bachelor's degree in business, management, technology or a related discipline, or equivalent relevant professional experience.
• 10+ years in customer success, digital transformation, implementation or business enablement, including leadership of a customer-facing or internal customer success function.
• Demonstrated record of growing sustained adoption of digital products and showing measurable business value beyond initial launches or pilots.
• Experience leading and developing teams, setting priorities and building scalable customer success processes across multiple stakeholder groups.
• Ability to build credibility with senior leaders and professional users, lead outcome-focused business reviews, and influence decisions across a matrix organization.
• Strong capability in onboarding, change management and enablement, including diagnosing adoption barriers and helping teams change established ways of working.
• A data-driven approach to setting baselines, defining meaningful use measures, assessing customer health, and validating realized benefits with business owners.
• Clear communication, sound judgment, and the ability to collaborate with business, product, and technical teams across regions and time zones.
• Strong written and verbal English communication skills
• We conduct pre-employment drug and background screening

Responsibilities

• Define and execute the customer success strategy across business groups, service lines and regions, aligning priorities with business outcomes, customer outcomes, and the digital product portfolio.
• Build trusted relationships with senior business stakeholders and client facing teams, create joint success plans with priority use cases, adoption milestones and expected benefits.
• Establish customer segmentation and engagement models that focus team capacity on the needs, readiness and value opportunities of each business group.
• Lead executive business reviews, communicate progress and risks clearly, and secure business ownership of the changes needed to realize value.
• Define and communicate clear value propositions that help users and clients understand the benefits of digital and AI-enabled capabilities and adopt new ways of working successfully.
• Build, lead and develop the customer success team, setting clear responsibilities, coaching performance, and creating a culture of accountability and customer advocacy.
• Create repeatable playbooks for onboarding, engagement, value reviews and adoption recovery.
• Set team priorities and resource plans, balancing high-touch support for complex needs with scalable enablement for broader adoption.
• Establish customer health reporting that combines meaningful usage, stakeholder engagement, progress toward outcomes and unresolved barriers; lead timely recovery actions.
• Own the customer journey from readiness and onboarding through first value and sustained use, with clear responsibilities shared with business sponsors and delivery teams.
• Lead role-based training, communications and change enablement that help users integrate relevant features into real business workflows.
• Develop a network of business and regional champions to share practical experience, support peer learning and scale proven approaches.
• Identify and address adoption barriers, including process, skills, data, product usability and policy constraints; coordinate escalation and confirm that interventions restore sustained use.
• Own the four measures below. Agree eligible populations, meaningful-use criteria, starting baselines, reporting periods and targets with business stakeholders; maintain consistent definitions and review progress by business group.
• Measure customer adoption as the number and share of eligible users and teams using the product meaningfully in agreed business workflows over the reporting period.
• Measure feature adoption as the number and share of eligible users and teams applying each priority feature to relevant work during the reporting period.
• Measure value realized by business group as validated improvements against each group's pre-adoption baseline over an agreed period, such as time saved, reduced cycle time, improved quality or increased delivery capacity.
• Measure growth in adoption as the net increase in meaningfully active users and teams, and the change in adoption rates, from the baseline to subsequent comparable periods.

Skills

Leadership

Stakeholder management

Communication

Data analytics

Onboarding & enablement

Change management

Cross-region collaboration

English proficiency

Education

Bachelor's degree in business/technology or related

Job description

DNV seeks a Head of Customer Success for its Energy Systems Digital & Transformation group. You will define the CS strategy across business groups, lead a regional team, and partner with senior stakeholders to secure value realization from digital offerings.

You will oversee onboarding, health metrics, and growth in adoption across global regions. You will build playbooks, manage change enablement, and drive measurable outcomes while collaborating with product, delivery, and support teams across