Manager 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, and Lisbon, 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 

As Manager Customer Success & Support, you are responsible for the day-to-day performance and continuous improvement of our Customer Success and Support teams in Assen. 

Reporting directly to the Managing Director, you will lead a team of approximately 11 people across Customer Success Management and Support. Your focus is on creating a well-run, customer-focused operation: ensuring the team has the right priorities and capacity, customers receive consistent and high-quality service, incidents are managed effectively, and we continuously find smarter and more efficient ways of working. 

This is a hands-on management role. You stay close to the team and the operation while creating the structure, reporting, and processes needed to scale. You use data to understand performance and identify where improvements are needed, and you translate those insights into concrete actions. 

Customer Success & Support does not operate in isolation. You will work closely with Product and Development to ensure customer needs, recurring issues, product feedback, and operational priorities are understood and acted upon. During incidents or complex customer situations, you bring the right people together, create clarity on priorities and communication, and ensure issues move towards resolution. 

As Eneve continues to grow, you will also play an important role in professionalising how we work: improving processes, introducing automation where it adds value, and helping the team become increasingly proactive and scalable. 

Because close collaboration with the team and other functions is essential to this role, you will work from our Assen office at least three days per week. 

Your Main Responsibilities 

Lead the Customer Success & Support team 

Lead the daily operations of the Customer Success and Support teams, consisting of approximately 11 people. 

Set clear priorities and create focus across the team. 

Coach and develop team members through structured 1:1s, clear goals, regular feedback, and performance conversations. 

Build a culture of ownership, accountability, collaboration, and customer focus. 

Ensure roles, responsibilities, and escalation paths within the team are clear. 

Act as an escalation point for complex customer situations and operational issues. 

Manage performance, reporting and capacity 

Develop and maintain clear reporting on the performance of Customer Success and Support. 

Monitor relevant operational and customer KPIs, including CSAT, first-response time, resolution time, SLA adherence, escalations, customer health, and churn indicators. 

Translate data and trends into concrete improvement actions. 

Report regularly to the Managing Director and provide visibility into performance, risks, capacity, and priorities. 

Own capacity planning for the team, balancing incoming demand, customer priorities, projects, incidents, and available resources. 

Identify bottlenecks early and take action to maintain service levels and a sustainable workload. 

Drive operational excellence and innovation 

Continuously improve the way Customer Success and Support operate. 

Identify opportunities to simplify processes, reduce manual work, improve tooling, and introduce automation. 

Develop more efficient and scalable ways of working as the organisation grows. 

Create consistency in processes and service delivery across customers. 

Use recurring customer questions, support requests, and incidents to identify opportunities for structural improvement rather than only solving individual cases. 

Coordinate incidents and escalations 

Take ownership of the operational coordination of major customer incidents and escalations. 

Ensure the right stakeholders from Support, Customer Success, Development, Product, and other teams are involved. 

Create clarity around priorities, responsibilities, progress, and customer communication. 

Ensure incidents are evaluated afterwards and that learnings lead to improvements in products, processes, or ways of working. 

Identify recurring issues and work with Product and Development on structural solutions. 

Connect customers, Product and Development 

Build a strong working relationship between Customer Success & Support, Product, and Development. 

Ensure customer feedback, recurring pain points, feature gaps, and operational issues are captured and shared in a structured way. 

Help Product and Development understand the customer impact and priority of issues and requests. 

Create effective feedback loops so that the voice of the customer contributes to product decisions and improvements. 

Support smooth customer go-lives, migrations, and other important lifecycle moments by ensuring clear ownership and handovers between teams. 

Strengthen customer health and retention 

Ensure the Customer Success team has clear visibility of customer health and emerging risks. 

Establish a consistent approach to identifying and managing customers at risk. 

Coordinate cross-functional action when significant customer risks arise. 

Maintain visibility of upcoming renewals and ensure risks are identified and addressed early. 

Use customer feedback, support patterns, engagement, and other signals to move the team towards a more proactive approach to Customer Success. 

Ensure learnings from churn, escalations, and customer feedback are translated into concrete improvements. 

What You Bring 

Experience managing a Customer Success, Support, Service Delivery, Customer Operations, or comparable team in a B2B software environment. 

Strong people-management skills and experience coaching and developing professionals. 

An operational mindset: you enjoy creating structure, setting priorities, and making sure things get done. 

Experience working with KPIs, reporting, capacity planning, and continuous improvement. 

The ability to remain calm and create structure during incidents, escalations, and competing priorities. 

A data-driven approach to identifying problems and measuring improvements. 

Experience collaborating closely with Product and Development teams. 

A strong customer mindset combined with an understanding that scalable service requires clear processes and prioritisation. 

The ability to switch comfortably between people leadership, operational detail, customer situations, and management reporting. 

A proactive approach to improving processes, tooling, automation, and ways of working. 

Strong communication skills and the ability to bring different stakeholders together around a common priority. 

Experience in energy, SaaS, ERP, or another complex B2B software environment is an advantage. 

Willingness and ability to work from our Assen office at least three days per week. 

What Success Looks Like 

Success means that Customer Success & Support becomes an increasingly predictable, proactive, and efficient operation. The team knows what is expected, capacity and priorities are visible, incidents and escalations are handled effectively, and management has clear insight into performance and customer risks. 

At the same time, you strengthen the connection between our customers and our Product and Development teams. Recurring customer issues lead to structural improvements, customer risks are identified earlier, and the team spends more time proactively helping customers succeed. 

You create an environment in which people can perform at their best while continuously improving how we serve our customers and support Eneve's continued growth.