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

Accountabilities:

You will take full ownership of the customer experience, ensuring smooth onboarding, strong partner relationships, and continuous improvement across the customer lifecycle while using AI to enhance operational efficiency.

• Own the end-to-end onboarding process for new B2B customers, from initial setup through integration, launch, and ongoing success management.

• Guide partners through the launch checklist, ensuring timely completion of integration, balance top-ups, platform listings, and communication reviews.

• Manage operational relationships with active customers, serving as their primary point of contact and ensuring they maximize the value of their loyalty partnerships.

• Collaborate with the sales team to align customer success strategies, establish performance indicators, and support customer growth.

• Improve customer visibility and campaign performance across relevant touchpoints within partner cross-media channels.

• Ensure customer communications, campaign materials, and visual assets comply with brand standards and applicable requirements.

• Maintain a high-quality CRM environment in HubSpot or a comparable platform, leveraging AI to log interactions, enrich contact information, flag outdated records, and maintain accurate pipelines.

• Conduct regular customer reviews, analyze performance data, and identify opportunities to improve engagement, campaign effectiveness, and customer outcomes.

• Manage customer issues and feedback loops, using AI to categorize support tickets, draft initial responses, recommend relevant knowledge-base resources, and accelerate resolution.

• Use AI tools to prepare asynchronous updates, summarize meetings, document decisions, and maintain alignment across distributed teams.

• Build and refine customer success processes, establishing scalable practices that support the long-term development of the function.

Requirements:

The ideal candidate combines extensive customer success or account management experience with strong technical understanding, practical AI automation skills, and a consultative approach to customer relationships.

• Fluency in both German and English, with excellent written and verbal communication skills.

• At least 5 years of experience in customer success, account management, or partner onboarding within the 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, including data management and pipeline optimization.

• Strong organizational skills, attention to detail, and the ability to manage multiple customer projects and deadlines simultaneously.

• Empathetic, consultative, and solution-oriented communication skills, with the ability to combine human judgment and AI-generated insights.

• Comfort working across teams, time zones, and asynchronous communication channels in a remote environment.

• A proactive, ownership-driven mindset and the motivation to establish, develop, and continuously improve a customer success function.

Benefits:

• Fully remote work with a worldwide team.

• Competitive monthly salary package.

• Equity participation and qiibee tokens (QBX), offering a share in the company's success.

• Permanent, full-time employment with a 40-hour workweek.

• 24 days of annual leave.

• Opportunity to shape and lead the customer success function as its first dedicated hire.

• Fast-paced, international startup environment focused on innovation, continuous learning, and professional growth.

• AI-first working culture that uses automation to reduce repetitive tasks and enable teams to focus on meaningful customer relationships.