Customer Success Operations Specialist

• 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