Customer Success Operations and Automation Specialist (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