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, SLA adherence, escalation rate, and churn KPIs

•        Set vertical-level targets per product line and own the continuous improvement agenda anchored in data

•        Establish a regular reporting cadence to the Management Team, benchmarked against B2B SaaS industry standards

Drive SaaS-Class customer experience and executive engagement

The engagement model needs to reflect account value: strategic accounts warrant direct executive involvement, others are served through structured programmes run by the CSM team. The standard across every tier is proactive, not reactive.

•        Design and implement a tiered customer engagement model with defined coverage standards per account tier

•        Align with Strategic Account Management how to drive Executive Business Reviews (EBRs) for strategic accounts, maintaining senior relationships and documenting value realisation

•        Act as executive escalation point for major incidents, relationship crises, or high-value account risk across all product lines

•        Implement proactive engagement programmes: health reviews, milestone check-ins, and value-realisation sessions

•        Establish a Voice of the Customer programme routing structured customer feedback to Product, Engineering, and Leadership

•        Drive measurable improvement in CSAT and NPS with defined timelines and vertical-level accountability

Build feedback loops into product and the end-to-end customer lifecycle

CSS hears what Product needs to know. This role ensures it arrives in a structured, consistent, and actionable form, and that CSS has a seat wherever customer-impacting decisions are made.

•        Establish a structured product feedback loop with regular, data-driven CSS input into Product Management covering feature gaps, friction points, and recurring pain patterns

•        Own CSS representation from go-live: clean PS handoffs, early delivery risk flagging, and managed migration and end-of-life scenarios

•        Participate as an embedded stakeholder in ARB, CVR, and product roadmap reviews, contributing prioritised, evidence-based customer input before decisions are made

•        Ensure sunsetting and migration plans include a defined communication plan, structured support model, and transition experience that protects the customer relationship

Identify and prevent customer churn

Retention is the result of early detection and decisive action, not reactive firefighting. The signals exist across every product line; this role builds the model that reads them early and the playbook that acts on them.

•        Build and operate a customer health scoring model tracking leading churn indicators: usage trends, support volume, escalation frequency, and engagement signals across all product lines

•        Define and maintain a tiered churn risk playbook with clear intervention triggers, named owners, and time-bound response protocols per vertical

•        Mobilise cross-functional responses with Sales, Product, and Engineering when high-value accounts are flagged at risk

•        Establish and manage a renewal pipeline with full visibility on timing, risk level, and required actions per account

•        Conduct root cause analysis on every material churn event and feed findings back into product, process, and commercial strategy

•        Identify upsell and cross-sell opportunities as an outcome of strong account health, flagged to Sales with context and not owned as a CSS sales motion

What you bring

Must have

•        6+ years leading Customer Success and/or Support in a B2B SaaS environment, with direct accountability for retention, churn, and customer satisfaction outcomes

•        Proven track record of building or maturing a CSS function, standardising processes, introducing metric frameworks, and driving measurable improvement in customer outcomes

•        Experience managing through team leads, with a clear track record of coaching managers into confident, accountable leaders

•        Demonstrated ability to nurture accountability through empowerment, building environments where people take ownership by design, not by instruction

•        Experience maintaining consistent quality across a blended internal and partner workforce through shared standards and governance

•        Proven ability to drive cross-functional alignment without direct authority, through credibility with Product, Engineering, Sales, and senior leadership

•        Demonstrated capability to lead through ambiguity in a post-merger or high-growth environment, bringing structure where it does not yet exist

•        Strong analytical discipline: able to define commercial and operational measurement frameworks from scratch and report confidently to senior leadership

•        Experience managing a multi-product environment where consistency across verticals was actively built, not inherited

Nice to have

•        Familiarity with the energy sector, utilities, or a similarly regulated or operationally complex industry

•        Experience with Gainsight, Salesforce Service Cloud, Zendesk, or comparable CSS or CRM platforms at a configuration or governance level

•        Exposure to compliance frameworks (ISO 27001, GDPR, ISAE, SOC2, NIS2) in a customer-facing SaaS context

•        Background in technically complex SaaS products where customer interactions regularly require Engineering involvement

•        Experience managing CSS through M&A integration, including portfolio expansion and customer base consolidation

What success looks like

•        All product lines operate to a single documented CSS standard within six months, calibrated per vertical

•        GRR and NRR are defined, agreed, owned, and tracked. Commercial accountability for CSS is no longer undefined

•        CSAT and NPS show measurable upward movement within the first year, on a trajectory toward B2B SaaS benchmark levels

•        Team leads own their domains and lead independently. Escalation to the Head of CSS is the exception, not the default

•        Strategic accounts have an active executive relationship and EBRs run on a consistent cadence

•        No material churn event occurs without prior flagging in the health model. Intervention is the standard response, surprise is not

•        CSS is recognised across the organisation as a commercial asset, protecting revenue, deepening loyalty, and shaping product direction

What we offer

•        A leadership role with genuine mandate. You are building the function, not inheriting a finished one

•        A technically rich, multi-product environment spanning the full energy SaaS landscape across multiple European markets

•        Close collaboration with an experienced and candid leadership team that values initiative, honesty, and execution

•        Hybrid working, with a combination of office in Utrecht, Assen and home

•        A growth trajectory that scales with the company: as Eneve’s portfolio expands, so does the scope of this role

•        Competitive compensation and benefits package

Eneve is an equal opportunity employer. We welcome applications from candidates of all backgrounds.