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

Job description

Leads the Customer Success function to design and manage onboarding and lifecycle management for a B2B loyalty and partner platform. Owns the customer journey from technical integration and launch to performance optimization and long‑term relationship management. Helps businesses maximize loyalty partnership value through effective communication, campaign visibility, and data‑driven insights. Leverages AI to streamline operations, automate repetitive tasks, and improve response times. Works closely with sales and cross‑functional teams to establish scalable processes that boost customer satisfaction and retention. Fully remote role for a professional eager to build a Customer Success function in an AI‑first environment

Requirements

• Fluency in German and English
• at least 5 years of experience in Customer Success, account management, or partner onboarding within loyalty, SaaS, or payments industries
• proven ability to manage customer relationships throughout onboarding, implementation, launch, and ongoing engagement
• proficiency with AI tools such as Claude to design workflows, build automations, and improve operational processes
• good understanding of digital integrations including API connections, 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 manage multiple customer projects simultaneously
• empathetic, consultative, and solution‑oriented communication skills combined with AI‑generated insights
• comfort working across teams, time zones, and asynchronous communication channels in a remote environment

Skills