Customer Success Operations and Automation Specialist (m/f/d)

About Eye SecurityEye 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.The OpportunityTo 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.What You'll DoDesign & Build the Automated Customer JourneyDesign and implement a fully automated customer journey for Segment D accounts using HubSpot and other CS toolsBuild scalable workflows, automated email sequences, and lifecycle triggers that deliver value to customers without requiring direct CSM involvementDevelop automated value communication touchpoints (e.g., threat-blocked notifications, security pulse summaries) to maintain customer engagementHubSpot & Velaris AdministrationOwn the HubSpot configuration for Segment D: workflows, sequences, templates, and reporting dashboardsCollaborate with the Velaris platform team to set up health scores, automated alerts, and customer lifecycle stages specific to Segment DIntegrate 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 DProcess Design & Continuous ImprovementMap and document the full Segment D customer journey — from contract signature through renewal — and identify automation opportunities at each stageMonitor automated touchpoints and iterate based on engagement data, NPS/CSAT scores, and churn signalsProactively identify gaps in the current automation stack and propose solutionsCollaborate with the broader CS team and CS consultant to align automation with the overall scaling strategyChurn Risk ManagementSet up early warning systems and automated intervention workflows to flag at-risk Segment D accountsDesign a lightweight, scalable renewal process for Segment D that minimizes manual CSM effortTrack and report on churn and retention metrics for the segmentWhat We're Looking ForMust-Have3+ years of experience in a CS Operations, Revenue Operations, or Marketing Automation role, ideally in a B2B SaaS companyHands-on HubSpot expertise: workflows, sequences, properties and CRM hygiene — you know how to build complex automations, not just use templatesStrong process design skills: you can take a complex customer journey and translate it into a logical, scalable operational workflowExperience with CS platforms (Velaris, Gainsight, ChurnZero, or similar) — or the ability to learn quicklyAnalytical mindset: comfortable working with data, building dashboards, and making decisions based on engagement and health metricsStrong written English for creating customer-facing email sequences and internal documentationSelf-starter with a bias for action — you can move from 'idea' to 'live workflow' with minimal hand-holdingNice-to-HaveExperience in cybersecurity, insurance, or managed servicesFamiliarity with Chargebee or subscription billing systemsExposure to customer segmentation models and scaled CS (tech-touch / digital-touch) methodologiesExperience with NPS/CSAT tooling and survey automationDutch or German language skillsWhat Success Looks Like (First 6 Months)A fully mapped and documented Segment D customer journey from onboarding to renewalA live, automated onboarding sequence running in HubSpot for all new Segment D customersAutomated health scoring and churn-risk alerts configured in Velaris for Segment DAt least 3 key automated lifecycle touchpoints live and generating measurable engagementA reporting dashboard providing real-time visibility into Segment D health, engagement, and renewal pipelineDemonstrated contribution to maintaining the low churn rate as the customer base scalesWhat We OfferA high-growth, mission-driven environment at the forefront of European cybersecurityThe opportunity to build something from scratch and own it — this is a greenfield role with real impactA collaborative team that values operational excellence and continuous improvementCompetitive compensation, including access to Eye Security's standard benefits packageBased in The Hague (hybrid), with flexibility for remote work

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