Head of Customer Success & Support

Company Description

At Eneve we build smart and data-driven software solutions for the energy market. Our platforms help energy producers, suppliers, balancers, and large-scale consumers across Europe stay ahead in a fast-changing landscape. We enable future-proof products, automated processes, and stronger customer relationships. With offices in Utrecht, Assen, Loughborough, Lisbon, and Asco, we simplify complexity and accelerate the energy transition.

Eneve was formed through the merger of Energy21, Ecedo, Jules, and GridHub, with Nemon joining in April. We are a company in full growth, expanding through both acquisition and organic development, and we are investing in the people, processes, and leadership that will carry that growth forward.

About the Role

Eneve is growing fast. The portfolio is expanding, the customer base is broadening across European markets, and the ambition is clear. To scale well, the Customer Success and Support function needs to scale with it, not just in size, but in structure, consistency, and commercial impact. The Head of Customer Success and Support is the leader who builds that.

Reporting to the Senior Director of Software Operations, you will lead a team of approximately 20 FTE including team leads, and own the full post-sale customer lifecycle across all Eneve product lines. That means from go-live through renewal, and from first-line support through strategic account health.

The mandate is to elevate, standardise, and grow. You will assess and continuously optimise the KPI framework, including how Eneve measures GRR and NRR, introduce consistent operating standards across product lines, build a tiered customer engagement model, and create feedback loops that bring the voice of the customer into product development with regularity. This is not a steady-state role. You are designing the function that will carry Eneve’s next phase of growth.

What you will do

Lead and develop the CSS Team

You manage through team leads. Developing them into confident, accountable managers who own their domains independently is your primary people leadership responsibility. You set the culture: one where ownership is the norm, empowerment is the mechanism, and internal and partner staff operate to a single standard.

•        Coach CSM and Support team leads through structured 1:1s, clear goal-setting, and regular performance feedback

•        Empower team leads to make domain-level decisions independently. Define the boundaries, set the expectations, and trust them to operate within them

•        Nurture accountability through empowerment: people take ownership because the culture supports it, not because they are instructed to

•        Hold internal and partner staff to identical quality and conduct standards through shared frameworks, regardless of contract type

•        Define role archetypes, performance expectations, and career paths so every team member has clarity on what good looks like and where they can grow

•        Act as senior escalation point for cross-team, cross-vertical, or high-value situations that exceed a team lead’s scope

Standardise CSS Operations Across All Product Lines

CSS has grown product by product across a merged portfolio. The target is one coherent operating model, with product-line coverage as the structural backbone and the go-live handoff from Professional Services as the starting boundary.

•        Design and implement a standardised CSS operating model per product line. EBASE, Ecedo, GridHub, Jules, and Nemon each with defined processes, SLAs, and quality benchmarks

•        Standardise and bring consistency across support workflows across all verticals: ticket intake, escalation paths, resolution standards, and SLA response tiers

•        Establish unified tooling and a CSS playbook that make quality independent of individual knowledge or personnel

•        Lead integration of each new product addition with a defined readiness gate before go-live

•        Formalise the handoff protocol with Professional Services so the CSS boundary is explicit, documented, and consistently applied

Own the KPI framework

The KPI framework for CSS is an area of active development at Eneve. This role owns it: assessing what exists, closing gaps, aligning with senior leadership, and continuously improving how performance is measured and made visible.

•        Define GRR and NRR as owned CSS metrics, aligned with Eneve’s commercial model and agreed with the commercial organisation and senior leadership

•        Continuously assess and optimise the operational metric framework across CSM and Support: CSAT, NPS, first-response time, resolution time,