Head of Customer Success – Loyalty and Partner Platforms, B2B

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the complete onboarding process for new B2B clients, from initial setup to the go-live stage.

• Guide partners through the Launch Checklist, ensuring that steps such as integration, balance top-up, listing, and communication review are accomplished punctually.

• Manage the primary relationship with all current customers.

• Collaborate with the sales team to align on customer success strategies and key performance indicators.

• Enhance customer visibility and optimize performance through improved communication, email interactions, and seasonal marketing campaigns.

• Ensure that all communications and visuals comply with brand and regulatory standards.

• Sustain a top-tier HubSpot CRM by leveraging AI to automatically log interactions, enrich contact details, identify outdated records, and maintain clean pipelines.

• Conduct regular customer reviews and analyze performance metrics to pinpoint areas for improvement.

• Manage issue resolution and customer feedback processes.

• Utilize AI to categorize support tickets, draft preliminary responses, highlight relevant knowledge base articles, and expedite feedback resolution.

⛳️ Requirements

• Proficient in English; knowledge of German is an advantage.

• Over 5 years of experience in customer success, account management, or partner onboarding in the loyalty, SaaS, or payments sectors.

• Skilled in using AI tools, such as Claude, to develop workflows and automations.

• Solid understanding of digital integrations, including API connections, web links, voucher uploads, and campaign dashboards.

• Practical experience with HubSpot or similar CRM platforms.

• A methodical, ownership-oriented mindset with the ability to handle multiple projects at once.

• An empathetic, consultative, and solution-focused approach that blends human judgment with AI-driven insights.

• Comfortable collaborating across teams and time zones, utilizing AI to craft asynchronous updates, summarize meeting notes, and ensure alignment.

• Strong sense of ownership and motivation to develop and influence the customer success function over time.

🏝️ Benefits

• Fully remote work

• Competitive monthly salary package

• Equity share and qiibee tokens (QBX), participating in our success

• Fast-paced remote startup environment

• Continuous learning and growth opportunities