Customer Success Operations

Role: Customer Success Operations Specialist Scope: The scope of this role is to own and optimise the operational backbone of Customer Success by translating business goals into scalable processes, lifecycle automation, tooling and reporting, with a strong focus on AI-driven efficiency and adoption. Language requirement: Dutch Location: Ghent, with hybrid working model Who are we and why should you care? Teamleader is a SaaS scale-up born in 2012 in Ghent, Belgium, and part of the Visma Group since 2022. Our mission? To make work easier, not harder , for small and medium-sized businesses. Here’s what we bring to the table: Teamleader Focus : the all-in-one tool that helps small businesses optimise CRM, projects, and invoicing. Teamleader One : the go-to e-invoicing software that self-employed pros can count on. We’ve also been growing smarter through strategic acquisitions: Teamleader Orbit (2019): helping medium-sized agencies thrive and scale. Vectera (2022): powering seamless customer meetings. Dexxter (2024): making financial admin a breeze for freelancers. Curious to learn more about us, our products, and why you’ll love working at Teamleader ? Check us out here . We Are Looking for a Customer Success Operations Specialist to Join us We are not starting our AI and automation journey from scratch. We already have automation and AI initiatives in place, and are now looking for someone who can help us operationalise, scale and continuously improve what works. Support automation already resolves a large share of our ticket volume, our digital CS motion runs at scale and we have a clear direction for where AI takes our operating model next: coaching on autopilot, next-best-action in Planhat off churn signals, a self-improving knowledge base and signal-driven retention and contraction. Some of these initiatives are already proven in pilot; others are still being developed. Your job is to turn these initiatives into reliable, scalable day-to-day operations: translate business and CS goals into lifecycle logic, workflows, automations, tooling and reporting that work in practice. You will configure and connect the tools yourself, make sure the underlying data is reliable, and drive adoption across the teams using what you build. We are not looking for someone who needs a fully defined roadmap or wants to work only on strategy. This is a hands-on operator role in an organisation that is currently going through significant change. Priorities will evolve, processes are still being built and you will have a real opportunity to shape how the function works. Today the scope is Customer Success and lifecycle. As the function matures, this role is built to grow into a broader Revenue Operations remit across the commercial funnel, so we are looking for someone who can own the CS and lifecycle layer now and grow into the wider mandate. Key Responsibilities You will own the operational backbone of Customer Success: the lifecycle logic, tooling and instrumentation the team runs on. You own the operational layer; the data analysts build analysis and models on top. You own the CS tooling stack, with Planhat as the source of truth for the CS motion, and you keep the data flowing cleanly between Planhat, Hubspot, Zendesk, Fin.ai and the other tools the team relies on. You build with AI to automate and scale CS operations: you turn manual or reactive CS workflows into more scalable ones, and you take the team's AI and automation initiatives from pilot into daily operational reality. You drive adoption and connect CS across the customer lifecycle. You ensure that the tooling and processes you build are adopted in practice, while creating a connected customer journey from sales and onboarding through CS and beyond. You build and maintain operational reporting and dashboards that help CS leaders understand performance and make better decisions, working with data analysts where deeper analysis or modelling is needed. You work closely with CS leadership and with the data, product and wider commercial teams to keep process and tooling aligned. You help shape the future RevOps operating model. As the organisation evolves, you will contribute ideas, best practices and structure to help build a more proactive and connected RevOps function across the commercial organisation. Why others chose Teamleader: we're lively, not corporate We have the energy and boldness of a start-up and the expertise and pragmatism of a scale-up. The result: a team of both young and seasoned professionals led by supportive and approachable managers who give recognition and rewards for hard work. You’ll be working in a fast-paced tech environment with open feedback culture and room for initiatives as well as ideas. You’ll have plenty of room to apply your personality, express yourself, and impact our course of action with your insights or ideas. On top of that, you’ll get: An extensive training budget. A hybrid working model : a pleasant mix of office and home working. A personal tooling budget, to make working from home as comfortable as from our offices. Daily budget-friendly in-house prepared lunch and dinner options (only in our Ghent office), as well as Friyays and numerous sport initiatives! 32 holidays on top of the standard public ones! (based on full-time employment). Our long-lasting dedication to employee well-being, just take a look at our career page and Instagram to see how we keep the Team(leader) spirit going. We value diversity Our ambition is to build and sell a product that helps everyone everywhere (starting with Europe) to work smarter, so we want our team to reflect that. We believe that a diverse , inclusive working environment is crucial to realise that ambition, so we’re committed to continue to build and cherish a culture where every colleague feels welcome, appreciated and heard. You’d be a great fit for this role if you have: Have experience in Customer Success Operations, Revenue Operations, Lifecycle Operations, Sales Operations, Marketing Operations or a related operational role , ideally in a SaaS or other technology environment. Direct RevOps experience is not a must-have if you have strong CS operations experience and the ability to grow into a broader RevOps role. Can translate strategy into operations: turn a business or CS goal into processes, lifecycle logic, automations, tooling and reporting that work in practice. You are comfortable with data, but you treat it as a means to better operations, not the end. The ability to connect strategic thinking with hands-on implementation is key. Have experience working with CRM, customer success or other commercial operations tools . Experience with tools such as HubSpot, Salesforce, Planhat, Gainsight, ChurnZero, Zendesk or equivalent platforms is relevant. You do not need to know our exact tooling stack, but you should have hands-on experience with at least one comparable CRM or CS platform. Understand how to read and interpret operational or customer data and turn it into conclusions, recommendations and actions. You don't need to be a data analyst, but you should be comfortable working with metrics, reports and dashboards. Have a basic understanding of AI and practical experience using AI tools in your day-to-day work . Experience taking AI or automation initiatives further into operational workflows is a plus. Are comfortable configuring and improving workflows and automations yourself. You don't need to be a software engineer, and SQL or scripting is a plus rather than a must, but you should be hands-on and willing to get into the tools and understand how things work. Are as good at getting people to adopt a new way of working as you are at building it. Think in systems and across functions, not just within CS. You see where the CS layer connects to the rest of the customer lifecycle and broader commercial engine, and you want to grow into owning more of that over time. Are proactive, pragmatic and comfortable with ambiguity. You don't need everything to be perfectly defined before you start. You enjoy figuring things out, challenging existing ways of working and building structure where it does not yet exist. Are comfortable working in an organisation undergoing significant change, where priorities and responsibilities may evolve over time. Have strong verbal and written communication skills and are fluent in English. Dutch is a plus, but not necessarily a requirement. Have experience with customer satisfaction measurement, surveys, NPS or similar customer feedback metrics. Interested? Questions? Get in touch!