Head of Customer Success, Supply

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. 

The Supply Business Unit serves mid-size energy retailers across the Netherlands and beyond. Current clients include Frank Energie and Mega, among approximately 25 active customers. 

The BU provides a comprehensive ERP solution for energy retailers, encompassing a customer portal, billing engine, and regulatory communication capabilities. With approximately €8M in current ARR, the Supply BU is a significant and growing contributor to Eneve's overall revenue. 

About the Role 

Eneve Assen BV is growing fast. The portfolio is expanding, the customer base is broadening and  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 MD Software, you will lead a team of approximately 10 FTE and own the full post-sale customer lifecycle across Ecedo and Gridhub 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 create and monitor the KPI framework 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. 

Your main responsabilities will be, but not limited: 

• Lead and develop the CS Team 

• 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  members through structured 1:1s, clear goal-setting, and regular performance feedback 

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

• Nurture accountability through empowerment 

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

Own the KPI framework 

• 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 

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

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

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

Identify and prevent customer churn 

• 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 CS sales motion