Senior Customer Success Operations and Automation Manager (m/f/d)
About Eye Security
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.
The Opportunity
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.
What You'll Do
Design & Build the Automated Customer Journey
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
HubSpot & Velaris Administration
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
Process Design & Continuous Improvement
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
Churn Risk Management
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
What We're Looking For
Must-Have
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-Have
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
What Success Looks Like (First 6 Months)A fully mapped and documented Segment D customer journey from onboarding to renewal
A live, automated onboarding sequence running in HubSpot for all new Segment D customers
Automated health scoring and churn-risk alerts configured in Velaris for Segment D
At least 3 key automated lifecycle touchpoints live and generating measurable engagement
A reporting dashboard providing real-time visibility into Segment D health, engagement, and renewal pipeline
Demonstrated contribution to maintaining the low churn rate as the customer base scales
What We Offer
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