Want to be the one who takes Customer Success from manual work to smart, AI-driven automation? At Tournament Software you get the freedom to build it your way, working directly with the CEO and growing into leading the team.About Tournament SoftwareTournament Software develops software for tournaments, leagues, rankings, and live scores for racket sports. Our solutions serve federations, clubs, and millions of players in over 160 countries. From Alkmaar, our team of around 30 colleagues supports the international racket sports community.The RoleYou make our Customer Success operations smarter and more scalable through process improvement, automation, and AI. Your main objective is to fully automate first-line support, with clear escalation to colleagues for complex cases. HubSpot is at the heart of our customer processes.Alongside this, you grow into leading our Customer Success team of 3 to 4 colleagues, reporting directly to the CEO. You start by improving processes and delivering results. Depending on your performance and development, your leadership responsibilities can increase quickly.What You Will Do+ Customer Success & GrowthImprove onboarding, product adoption, and customer retention.Stay close to customers, coordinate complex issues, and share feedback with Product and Development.Work with Account Management on upsell and cross-sell, supported by automated campaigns and follow-up.+ Automation & HubSpotFully automate first-line support using AI, workflows, and self-service, while monitoring quality and customer satisfaction.Build and maintain a knowledge base and clear escalation paths for complex requests.Improve HubSpot workflows, customer data, pipelines, and reporting.Develop invoicing flows with Finance and connect customer requests to Development’s Azure DevOps environment.+ Growing into LeadershipGradually take ownership of team priorities, workload, and follow-up.Grow into coaching colleagues, setting goals, and monitoring results.Help the team work independently and improve collaboration across departments.Expand your responsibilities as you demonstrate results and readiness.What You BringExperience in Customer Success, support, or a similar customer-facing role.Practical experience with process improvement, automation, and AI.Confidence working with CRM systems; HubSpot experience is a strong advantage.Ambition and potential to lead a team; formal management experience is not essential.Strong ownership, organizational skills, and clear communication in English.Affinity with sports, preferably racket sports.Experience with B2B SaaS and system integrations is a plus.What We OfferOwnership of our Customer Success automation and AI transition.A clear opportunity to grow into team leadership, with responsibilities that can expand quickly.Close collaboration with the CEO and an international product with real impact.A 32–40-hour role with hybrid working, including three days at our Alkmaar office.Company-provided lunch, an ergonomic workspace, and room to develop.An informal team of committed, sporty colleagues.The product and the community we represent for are genuinely unique.Competitive employment conditions.An informal, sporty, and ambitious working environment.Interested?Does this sound like you? Contact Dick Naezer at dick@sunnysideup.company. He is managing this search on behalf of Tournament Software.

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Customer Success Operations Lead (Automation & AI)