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 Energy
21, Ecedo, Jules, and Grid Hub, 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.

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
.

• 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.

• 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.

• 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.

• 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.

• Build a strong working relationship between Customer Success & Support, Product, and Development.
• Ensure customer feedback, recurring pain points, feature gaps, and…