Customer Success Operations and Automation Specialist (m/f/d)
About The Position
Eye Security is a leading European Cyber-InsureTech company, providing enterprise-grade Managed Detection & Response (MDR) bundled with cyber insurance for SMEs across the Benelux and DACH regions. Founded by ex-intelligence experts and backed by a €36M Series B, we are on an aggressive growth trajectory. To support our ambitious 2026 growth plan, we are building a digital-first, automated customer journey for our Segment D customers. These are smaller accounts that require a consistent, high-quality experience delivered efficiently at scale. We are looking for a CS Operations & Automation Specialist who will own the end-to-end design, implementation, and management of the automated customer journey for Segment D. This is a hands-on, technical role that sits at the intersection of customer success strategy and operational execution.
Requirements
- 3+ years of experience in a CS Operations, Revenue Operations, or Marketing Automation role, ideally in a B2B SaaS company
- Hands-on HubSpot expertise: workflows, sequences, properties and CRM hygiene — you know how to build complex automations, not just use templates
- Strong process design skills: you can take a complex customer journey and translate it into a logical, scalable operational workflow
- Experience with CS platforms (Velaris, Gainsight, ChurnZero, or similar) — or the ability to learn quickly
- Analytical mindset: comfortable working with data, building dashboards, and making decisions based on engagement and health metrics
- Strong written English for creating customer-facing email sequences and internal documentation
- Self-starter with a bias for action — you can move from 'idea' to 'live workflow' with minimal hand-holding
Nice To Haves
- Experience in cybersecurity, insurance, or managed services
- Familiarity with Chargebee or subscription billing systems
- Exposure to customer segmentation models and scaled CS (tech-touch / digital-touch) methodologies
- Experience with NPS/CSAT tooling and survey automation
- Dutch or German language skills
Responsibilities
- Design and implement a fully automated customer journey for Segment D accounts using HubSpot and other CS tools
- Build scalable workflows, automated email sequences, and lifecycle triggers that deliver value to customers without requiring direct CSM involvement
- Develop automated value communication touchpoints (e.g., threat-blocked notifications, security pulse summaries) to maintain customer engagement
- Own the HubSpot configuration for Segment D: workflows, sequences, templates, and reporting dashboards
- Collaborate with the Velaris platform team to set up health scores, automated alerts, and customer lifecycle stages specific to Segment D
- Integrate and optimize data flows between HubSpot, Velaris, and other relevant systems (e.g., Metabase)
- Build and maintain reporting dashboards to track engagement, health, churn risk, and renewal signals for Segment D
- Map and document the full Segment D customer journey — from contract signature through renewal — and identify automation opportunities at each stage
- Monitor automated touchpoints and iterate based on engagement data, NPS/CSAT scores, and churn signals
- Proactively identify gaps in the current automation stack and propose solutions
- Collaborate with the broader CS team and CS consultant to align automation with the overall scaling strategy
- Set up early warning systems and automated intervention workflows to flag at-risk Segment D accounts
- Design a lightweight, scalable renewal process for Segment D that minimizes manual CSM effort
- Track and report on churn and retention metrics for the segment
Benefits
- A high-growth, mission-driven environment at the forefront of European cybersecurity
- The opportunity to build something from scratch and own it — this is a greenfield role with real impact
- A collaborative team that values operational excellence and continuous improvement
- Competitive compensation, including access to Eye Security's standard benefits package
- Based in The Hague (hybrid), with flexibility for remote work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
