Head of Customer Success - Loyalty and Partner Platforms (B2B)

Job description

Strategic, hands‑on role to build and lead customer onboarding and lifecycle management for a growing B2B loyalty and partner platform. Accountabilities: own the full customer experience, ensuring smooth onboarding, strong partner relationships, and continuous improvement using AI; manage end‑to‑end onboarding from setup through integration, launch, and ongoing success; guide partners through launch checklists, ensuring timely integration, balance top‑ups, listings, and communication reviews; act as primary contact for active customers to maximize loyalty partnership value; collaborate with sales to align success strategies, set performance indicators, and support growth; improve campaign visibility and performance across partner cross‑media channels; ensure communications and assets meet brand standards; maintain a high‑quality CRM in HubSpot or similar, leveraging AI for logging, enrichment, and pipeline accuracy; conduct regular reviews, analyze data, and identify engagement and effectiveness opportunities; manage issues and feedback loops with AI‑driven ticket categorization and response drafting; use AI tools for asynchronous updates, meeting summaries, and documentation; build scalable success processes to support long‑term function development.

Requirements

• Fluency in German and English
• at least 5 years experience in customer success, account management, or partner onboarding within loyalty, SaaS, or payments
• proven ability to manage customer relationships through onboarding, implementation, launch, and ongoing engagement
• proficiency with AI tools such as Claude to design workflows, build automations, and improve processes
• good understanding of digital integrations including APIs, web links, voucher uploads, and campaign dashboards
• hands‑on experience with HubSpot or comparable CRM platforms for data management and pipeline optimization
• strong organizational skills, attention to detail, and ability to handle multiple customer projects simultaneously
• empathetic, consultative, solution‑oriented communication combining human judgment with AI insights
• comfort working across teams, time zones, and asynchronous channels in a remote setting
• proactive, ownership‑driven mindset and motivation to establish, develop, and continuously improve a customer success function.

Skills