Senior Customer Success Operations and Automation

Role Overview

• 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

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
• Experience in cybersecurity, insurance, or managed services (Nice-to-Have)
• Familiarity with Chargebee or subscription billing systems (Nice-to-Have)
• Exposure to customer segmentation models and scaled CS (tech-touch / digital-touch) methodologies (Nice-to-Have)
• Experience with NPS/CSAT tooling and survey automation (Nice-to-Have)
• Dutch or German language skills (Nice-to-Have)

Tech Stack

• Cyber Security

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