Customer Success Manager

Why should you work with DNV? Because within DNV, organizational culture and how we collectively influence the world for future generations matters deeply to us. Our team works every day to safeguard life, property and the environment and positively impact society; endeavors to achieve our purpose through the success of our customers; and strives to be high-performing and innovative. Our approach reflects the equity, respect, and diversity we wish to see in the world.

DNV Digital Solutions is seeking a Customer Success Manager who reports into the Product Line Director and ensures that customers achieve their desired outcomes with the products, gets the value from our products as soon as possible, as well as drive customer satisfaction and retention. The scope of work is to provide insights based on customer feedback to inform product improvements. The position will work closely with customers, Growth and Sales, as well as product managers.

This role will be working a Hybrid model out of one of our US Offices.

What You'll Do

• Responsible for customer success from successful and timely project implementation to customer training and support - entire customer journey.
• Responsible for customer onboarding and retention. Closely collaborate with Growth and Sales to ensure growing Net Retention Rate y-o-y.
• Drive key account management and customer health checks.
• Provide customers' needs and feedback to Product Managers (product delivery managers) for roadmap prioritization and product improvements and help prioritize which customers needs will accelerate growth.
• Collaborate with Growth Manager for farming/upselling and cross selling opportunities and proper hand over from sales to delivery and from delivery to support.
• Leverage new technologies to enable efficiency in support and training and reducing cost of delivery.
• Drive global resource utilization.
• Enable strong collaboration and proper hand over between delivery and support.
• Responsible for planning and coordinating the global user conferences, webinars and thought leadership events in consultation with Sales and Marcom.
• Responsible for defining and maintaining our customer success program including defining customer engagement frequency (touch frequency), account owners and requirements.
• Drive customer self service.
• Support sales activities.
• Implement governance from CEO office for technology for tech support, training platforms, customer portals, etc.
• Collaborate with Back Office and Finance for SLA renewal.
• Create on-demand interactive online self training, how-to quick guide, improved documentation, FAQ, interactive chat(-bot).
• Work with Product Managers to get insights into customer usage of software products.