Senior Customer Success Operations & Automation Manager, Eye Security
2 days a week in office
Cybersecurity with embedded cyber insurance solutions
Job no longer available
Cybersecurity with embedded cyber insurance solutions
201-500 employees
Job no longer available
2 days a week in office
201-500 employees
Company mission
To cyber-protect every organisation in Europe.
Role
Who you are
- 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
- This position requires on-site presence 2 days a week in either The Hague or Berlin
Desirable
- 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 the job involves
- 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
- 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
- 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
Our take
Eye Security was founded by a trio of Dutch Security Services and Intelligence experts, who wanted to combine round-the-clock cyber security with built-in cyber insurance in one platform. Small businesses are the top priority for the company, as these organisations lose billions in damages related to cyber attacks every year.
With hundreds of customers across a wide array of industries, Eye Security’s proposition is a subscription model, making it more manageable for small businesses. Beyond its flagship cyber security and insurtech solution, the company also offers more tailored packages and industry-specific solutions, further widening its appeal.
It is this suitability for many industries that makes Eye Security stand out, and it has attracted substantial investment from the likes of JP Morgan. Interestingly, this will be used to consolidate its presence in European markets, rather than expanding into the likes of North America - where it would likely meet fierce competition from native companies.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Mar 2024
$39m
SERIES B
Nov 2022
$19.9m
SERIES A
Total funding: $64.2m
Company benefits
- Make an impact: Join a state-of-the-art cyber security and insurtech organisation where you get to build, scale, and work with world-class experts.
- Culture first: From our annual "Eye-cation" to quarterly company-wide events and monthly team gatherings, we work, grow, and celebrate TOGETHER.
- Time of recharge: We're generous with our time off, which includes country-specific holidays, floating holidays to celebrate what matters to you, volunteering days, and wellness/mental health days.
- Flexible working arrangements: Working in a hybrid setup from one of our offices, we give everyone the freedom to manage their own schedule with flexible working hours.
- Growth & learning opportunities: Opportunities for personal growth include working on challenging projects, participating in peer learning events, and building individual growth plans. You benefit from a complimentary learning budget, conferences, networking events, and time off for learning and development.
Company HQ
Nieuw Binckhorst, The Hague, Netherlands
Leadership
Job Kuijpers
(Co-Founder & CEO)Previously a Director at the National Communications Security Agency, and a Policy Advisor at the Ministerie van Buitenlandse Zaken.
Pieter Kerkhofs
(Co-FOunder & CTO)Previously a Cyber Security Specialist at Netherlands Ministry of Defense. He also worked in Cyber Risk Services at Deloitte, and in the IT department for Nederlandse Spoorwegen.
Vincent van de Ven
(Co-Founder & COO)Previously a Cyber Security Manager at the Ministry of the Interior and Kingdom Relations, and before that for the Ministry of Defence. He was also a Managing Director at agency.com and a Product Manager at Unilever.
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