Senior Customer Success Operations and Automation Manager (m/f/d)

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 fu ... (truncated, view full listing at source)