Key Skills

Job Description

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 Software Tournament 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 Role You 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 & Growth Improve 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 & HubSpot Fully 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 Leadership Gradually 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 Bring Experience 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 Offer Ownership 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 [email protected]. He is managing this search on behalf of Tournament Software.

Core Responsibilities

Improve and scale Customer Success operations by automating first-line support with AI, self-service, and HubSpot workflows, while maintaining service quality and clear escalation paths. Improve onboarding, adoption, retention, and cross-functional processes, and gradually take responsibility for leading and developing the Customer Success team.

Requirements

Candidates should have experience in Customer Success, support, or a similar customer-facing role, along with practical experience in process improvement, automation, and AI. They should be confident with CRM systems, communicate clearly in English, and show ownership, organizational ability, and potential to lead; HubSpot, B2B SaaS, integrations, and racket sports affinity are advantageous.

Benefits

• Company-Provided Lunch
• Ergonomic Workspace
• Professional Development
• Hybrid Working