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. 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 Energy Systems We help customers navigate the complex transition to a decarbonized and more sustainable energy future. We do this by assuring that energy systems work safely and effectively, using solutions that are increasingly digital. We also help industries and governments to navigate the many complex, interrelated transitions taking place globally and regionally, in the energy industry. The Head of Customer Success leads the customer success function within DNV Energy Systems Digital & Transformation, helping internal business customers and the clients they serve turn digital and AI-enabled capabilities into sustained, measurable value. The role sets the customer success strategy and leads a team focused on customer adoption, feature adoption, customer experience, value realization , and growth in adoption. You will partner with business-group and service-line leaders, regional teams, Global Service Area Leads and subject matter experts (SMEs) to understand their priorities and embed useful capabilities into day-to-day work.



You will also help ensure that clients understand the value of DNV's digital offerings, experience smooth adoption, and realize benefits quickly. Success means meaningful use that improves business and customer outcomes, not simply access to a platform or completion of a pilot. Working across global teams and time zones, you will connect customer needs with product, implementation and support teams. You will establish a consistent approach to onboarding, change enablement, customer health and value measurement while allowing for differences in business-group needs and regional ways of working. This role is based at our DNV office in Toronto, ON and Montreal, QC; offices, 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. Customer Success Strategy & Business Partnership 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.



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. Team Leadership & Customer Success Operations Build, lead and develop the customer success team, setting clear responsibilities, coaching performance, and creating a culture of accountability and customer advocacy. 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; Own the customer journey from readiness and onboarding through first value and sustained use, with explicit 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; Measure sustained completion of relevant work, not logins alone. 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. Compare with the starting baseline and verify continued use across successive periods. 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 t

📌 Head of Customer Success (Montreal)
🏢 DNV
📍 Montreal