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

South AfricaRemoteFull-timeexecutive

Other

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps.

Technical Tools

Other

We are looking for a strategic, hands-on Head of Customer Success to build and lead customer onboarding and lifecycle management for a growing B2B loyalty and partner platform. As the first dedicated customer success hire, you will own the customer journey from technical integration and launch to performance optimization and long-term relationship management. You will help businesses maximize the value of their loyalty partnerships through effective communication, campaign visibility, and data-driven insights. Combining customer empathy with AI-powered workflows, you will streamline operations, automate repetitive tasks, and improve response times. Working closely with sales and cross-functional teams, you will establish scalable processes that strengthen customer satisfaction and retention. This fully remote opportunity is ideal for an ownership-driven professional excited to shape a customer success function within an innovative, AI-first environment.

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environment in HubSpot or a comparable platform, leveraging AI to log interactions, enrich contact information, flag outdated records, and maintain accurate pipelines.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

~1 min read

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.